Call Center Operator

JLL empowers you to shape a brighter way.

Our people at JLL 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 position serves as the primary point of contact for incoming calls from client facilities, facilitating all facilities and engineering department work orders. You'll provide excellent customer service while ensuring customers receive timely feedback on work order resolutions. The role requires managing multiple work request applications, following urgent escalation protocols, and maintaining strict confidentiality standards for patient privacy. You'll monitor queue times for productivity, process work orders through Corrigo, and ensure proper dispatch of all service requests while adhering to Call Center policies.

Your day-to-day tasks will include:

• Answering all incoming calls from client facilities, performing appropriate functions and verifying/updating call center documents
• Processing facilities and engineering work orders through Corrigo, ensuring To Do’s are monitored continuously and work orders are dispatched properly and immediately
• Following the escalation process for all urgent and emergency work orders or related service needs to ensure timely resolution
• Completing data entry using multiple work request applications, including recording customer interactions, transactions, comments, and complaints
• Responding to and following through on requests for information by completing research using available resources
• Continually monitoring telephone queue time data to maximize productivity and meet performance metrics
• Maintaining vigilant awareness of client requirements for confidentiality and privacy in all communications

Physical Demands and Work Environment:

• Ability to operate a Windows OS desktop computer for extended periods
• Capability to handle multiple incoming calls and manage high call volumes
• Ability to work in a call center environment with queue time monitoring requirements
• Capacity to multi-task across multiple software applications simultaneously

Required Qualifications:

• High School Diploma or GED
• 1+ years of applicable working experience in a call center environment
• Ability to smoothly operate Windows OS desktop computer
• Competent knowledge and functioning using WebEx and Microsoft Office Suite tools (MS Teams, Excel, Word, SharePoint, OneDrive)
• Proficiency with Corrigo work order management system
• Experience with Genesys Cloud or similar call center software
• Excellent customer service skills with professional communication abilities

Preferred Qualifications:

• Diploma
• Previous experience in a service dispatch or facilities coordination position
• Experience with multiple work request or ticketing system applications
• Demonstrated ability to suggest process improvements and efficiency enhancements
• Background in facilities management or engineering service coordination

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

32,000.00 – 40,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote