Assistant Facility Manager / Product Support Specialist
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Job Description
Assistant Facility Manager at JLL monitoring daily operations and ensuring high standards of customer service. Managing relationships and driving performance for exceptional facilities services.
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
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
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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