Customer Service Representative - Remote Eligible

Customer Service Representative / Operations Coordinator

JLL is seeking a Customer Service Representative / Operations Coordinator to serve as the primary point of contact for facility operations and service delivery. This role provides essential support to building occupants while maintaining operational excellence and compliance standards.

Key Responsibilities

Service Request Management: Process service requests efficiently through creation, updates, closure, queuing, and email communications in accordance with SLA requirements.

Resource Coordination: Schedule and manage shared resources to optimize facility operations and occupant satisfaction.

Information Hub: Serve as primary reference point for site information, directing occupants to appropriate resources and maintaining current knowledge of facility operations.

System Administration: Maintain proficiency in key systems and applications including websites, databases, and metrics platforms.

Training & Development: Assist with onboarding and training new employees on processes and procedures.

Project Support: Provide assistance with special projects and initiatives as assigned.

Relationship Management: Support Property Relationship Leads (PRL) with client communications and facility coordination.

Emergency Response: Participate in evacuation drills, take shelter procedures, and emergency response protocols.

Performance Metrics

Meet all compliance requirements including average talk time, after-call work (ACW), self-serve utilization, error rates, and RONA standards.

Complete all scheduled training requirements within designated timeframes.

Maintain customer satisfaction scores and response time objectives.

Required Skills

High school diploma or equivalent

1-2 years of customer service or administrative experience

Strong verbal and written communication skills

Proficiency in computer systems, databases, and Microsoft Office Suite

Ability to multitask and prioritize in fast-paced environment

Professional phone etiquette and customer service orientation

Detail-oriented with strong organizational skills

Preferred Skills

Experience in facilities management or property operations

Knowledge of building systems and maintenance processes

Experience with work order management systems

Previous training or mentoring experience

Familiarity with emergency response procedures

Bilingual capabilities

Estimated compensation for this position: 32,240.00 – 32,240.00 USD per year

Location: Remote – Warren, MI

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

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.