Assistant Facility Manager / Product Support Specialist

JLL•Toronto, ON

2d•CA$51,000 - CA$85,000•Remote

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

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For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties.
A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.
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