About The Position
The Assistant Facility Manager / Product Support Associate serves as a critical liaison between clients, account teams, and service providers to deliver exceptional facilities services. In this dynamic role, you'll ensure seamless resolution of issues while maintaining the highest standards of customer service. You'll orchestrate daily operations, drive client satisfaction initiatives, and lead performance improvements that directly contribute to JLL's commitment to operational excellence. This position offers the opportunity to build meaningful client relationships while managing diverse teams and complex projects in a fast-paced environment.
Requirements
- Proven experience in facilities management, call center operations, or customer service leadership roles
- Strong organizational skills with demonstrated ability to prioritize and manage multiple tasks simultaneously in high-pressure environments
- Excellent communication and interpersonal skills with proven track record of developing and maintaining client relationships
- Experience with work order management systems and facilities management software
- Demonstrated leadership capabilities including team training, mentoring, and performance evaluation
Nice To Haves
- Knowledge of conflict resolution and problem-solving techniques in customer service contexts
- Experience preparing reports and analyzing operational metrics for senior leadership
- Familiarity with service provider coordination and vendor management
- Background in project management and complex project delivery
- Experience with scheduling optimization and resource planning
Responsibilities
- Monitor and supervise daily call center operations, receiving and coordinating maintenance repair calls including scheduling, follow-up, quote preparation, and post-service activities
- Review and prioritize open work orders based on age, status, and urgency; ensure 95% of all assigned work orders are actioned promptly
- Communicate with clients daily via phone, email, and various system platforms to maintain superior relationships and ensure timely, satisfactory completion of work orders and special projects
- Train, mentor, and evaluate support center representatives, monitoring calls to improve quality, minimize errors, and guide team members through challenging situations
- Effectively plan and allocate resources (people, supplies, technology) to maximize productivity while preparing and managing schedules and shifts
- Collaborate with Operations Managers, Account Managers, Category Managers, Service Providers, and Facilities teams to resolve problems and manage complex client projects from initiation to successful completion
- Develop and implement strategies to increase customer satisfaction, call center productivity, and overall staff performance through assessment of metrics and cost analysis
Benefits
- JLL empowers you to shape a brighter way
- 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.
- JLL Privacy Notice
- Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.
- We take our responsibility to protect the personal information provided to us seriously.
- Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process.
- We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons.
- We will then delete it safely and securely.
- For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
- For additional details please see our career site pages for each country.
- Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
- If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected].
- This email is only to request an accommodation.
- Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
