Customer Service Representative / Work Control Clerk

JLL•Philadelphia, PA

2d•Onsite

About The Position

The Customer Service Representative / Work Control Clerk plays a key role in supporting daily facility operations and delivering an exceptional tenant and client experience across the assigned portfolio. This position is responsible for managing service requests, maintaining work order and asset data within the NCMMS system, coordinating communication between tenants and operations teams, and ensuring accurate documentation of maintenance activities. The role requires strong organizational skills, attention to detail, and a customer-focused approach to support operational efficiency and positive client relationships.

Requirements

High School diploma or equivalent required.
Experience working in a customer service, facilities, administrative, or work control environment.
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
Strong verbal and written communication skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Strong attention to detail and organizational skills.
Ability to successfully pass a government background check.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Experience using NCMMS or other computerized maintenance management systems (CMMS).
Familiarity with facility operations, maintenance coordination, or work order management.
Experience supporting corporate, government, or commercial real estate environments.
Demonstrated ability to identify process improvement opportunities.
Strong problem-solving and customer relationship management skills.
Experience coordinating classroom or shared-space utilization.
Ability to work independently with minimal supervision.

Responsibilities

Manage and maintain asset inventory and preventive maintenance schedules within the NCMMS system.
Process demand, proactive, planned, above-standard, additional service, and miscellaneous work orders with accurate and complete information.
Serve as the primary point of contact for tenant inquiries, service requests, and facility-related concerns.
Greet and assist guests, visitors, employees, and vendors in a professional and customer-focused manner.
Answer and direct incoming telephone calls and route messages to the appropriate personnel.
Coordinate and track package and delivery activities for the facility.
Monitor and follow up on service requests, complete assigned callbacks, and escalate priority issues when necessary.