Community Leader

JLL•Charlotte, NC

22h•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. Community Leader What This Job Involves Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests Intuitive service delivery, anticipating needs or concerns and exceeding client expectations Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.) Ensure IFM Human Experience services (reception, AV, foodservices, mail / print services, conference services, fitness centers, etc.) are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations. Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client’s operations occur Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies Perform additional job duties, as requested

Requirements

Bachelor’s degree or equivalent education and experience
3 – 5 years prior experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred
Exceptional customer service skills with a passion for hospitality
Ability to manage multiple priorities and deliver results in a fast-paced environment
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Ability to work independently – strong prioritization and time management skills
Excellent verbal and written communication skills with the ability to communicate professionally
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)
Candidates must be authorized to work in the United States without sponsorship.

Responsibilities

Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
Intuitive service delivery, anticipating needs or concerns and exceeding client expectations
Builds meaningful lasting relationships with Client employees and guests, carrying a hospitality calling card
Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
Works collaboratively within the account team in the delivery of the services across all business lines (FM, Engineering, Transactions, Projects, etc.)
Ensure IFM Human Experience services (reception, AV, foodservices, mail / print services, conference services, fitness centers, etc.) are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client
Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to the Client’s operations occur
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies
Perform additional job duties, as requested