Customer Service Representative - Remote Eligible

Customer Service Representative / Operations Coordinator

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.

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:

• 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