Call Center Operator

JLL • Riverwoods, IL

2d • Onsite

About The Position

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.

Requirements

• 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
• Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

• Associate or Bachelor's degree
• Familiarity with hospital or healthcare systems, routines, and terminology
• 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

Responsibilities

• Answering all incoming calls from client hospitals and 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

Benefits

• 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
• Early access to earned wages through Daily Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED