Customer Service Lead

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

What this job involves:  

This is a customer facing role tasked with overseeing third party (ABM) service ambassadors who provide wayfinding assistance and general transportation information regarding a large corporate shuttle and parking operation. Operations run 24 hours a day, 7 days a week between three shifts per day. The Supervisor is responsible for driving operational excellence in the field and reporting up to the Transportation Program Manager on service initiatives, success metrics, and opportunities for improvement.  

What your day-to-day will look like: 

• Working directly with ABM leadership to maintain optimal service levels in the field 

• Field operations auditing and service quality control and assurance  

• Meeting with the Transportation Program Manager and reporting back on target metrics 

• Leading service ambassadors by example through customer service execution 

• Walking all service locations to inspect for cleanliness  

Required Qualifications: 

• 3 years of supervisory experience in a customer service-related field 

• Ability to effectively communicate with team members via two-way radio 

• Field operations auditing and service quality control and assurance  

• Ability to work effectively in an environment of ambiguity & constant change 

• Demonstrated track record in the development & implementation of strategic plans  

• Exceptional collaboration skills and ability to prioritize 

Preferred Qualifications: 

• Bachelor's degree in business related field or equivalent experience 

• Experience with customer service auditing  

• Demonstrated ability communicating across different teams in a professional environment 

Shifts:

1st: 3:30am - 12pm (M-F)

2nd: 11:30am - 8pm (M-F)

3rd: 7:30pm - 4am (M-F)

Weekend: 6am-4pm (Friday - Monday)

Location:

On-site –North Charleston, SC

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

• Early access to earned wages through Daily Pay

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with it