Community Leader

JLL•Charlotte, NC

2d•Onsite

About The Position

JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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: The Community Leader delivers exceptional client experiences through proactive communication, enhanced engagement, and high-touch service within a select property portfolio. This client-facing role focuses on building meaningful relationships with employees and guests while ensuring superior service delivery across all facility management functions. You'll serve as the primary liaison between JLL, service partners, and clients, maintaining a visible presence in the workplace to anticipate needs and exceed expectations.

Requirements

Bachelor's degree or equivalent
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 proven track record of excellent internal and external customer service
Ability to work independently with strong prioritization and time management skills
Excellent verbal and written communication skills with professional communication ability
Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, and Outlook)

Nice To Haves

3-5 years prior experience in hospitality, facility/property management, operations, and/or knowledge of commercial real estate

Responsibilities

Serve as the initial point of contact for all client employee inquiries, issues, troubleshooting, compliments, and feedback related to workplace services
Spend a minimum of two hours daily welcoming employees at reception/entrances and conducting floor walks to ensure workspaces are properly stocked and maintained
Receive and respond to all requests or issues within one day, including personal follow-up to ensure complete resolution
Conduct routine walkthroughs and assessments of soft service delivery to ensure compliance with SLAs, policies, and performance metrics
Work collaboratively within the account team to deliver services across all business lines (FM, Engineering, Transactions, Projects)
Ensure IFM Human Experience services (reception, AV, food services, mail/print, conference services, fitness centers) meet professional standards and compliance requirements
Support data collection, analysis, and reporting to align with client goals and objectives
Identify potential risks and escalate appropriately to prevent privacy breaches, security incidents, or operational disruptions
Engage in continuous improvement initiatives by leveraging business intelligence, adopting best practices, and participating in process development