Senior Analyst – Facilities Coordinator
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Job Description
Remote Facilities Coordinator supporting JLL’s global real estate facility-management contact center. Managing client requests, work orders, vendors, escalations, and service improvements.
Responsibilities:
- Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests
- Assess customer needs and develop targeted response strategies
- Build and maintain professional relationships with client personnel through proactive communication
- Collaborate with cross-functional teams on enhancements and process improvements
- Coordinate with internal teams and external vendors to deliver timely solutions
- Create and manage detailed work orders through completion
- Communicate proactively with stakeholders throughout issue resolution
- Resolve customer issues and maintain a strong focus on customer satisfaction
- Escalate critical issues to senior leadership or specialized technical teams
- Assist with root cause analyses for recurring or high-impact issues
- Lead team training and development initiatives
- Manage customer requests end-to-end, ensuring accurate information capture and timely communication
- Maintain knowledge of policies, procedures, and compliance standards
- Mentor new team members through buddy programs and knowledge-sharing
- Operate within service level agreements and seek to exceed client expectations
- Participate in strategic planning and policy development sessions
- Take ownership of customer issues from initial contact through complete resolution
Requirements:
- Excellent verbal and written English communication skills
- Advanced proficiency in computer functions within MS Office Suite
- Strong administrative skills in organization and time management
- Good reporting, analytics, and presentation skills
- Willingness to work on shifting/rotating schedules
- Experience in supporting Global Region services is an advantage
- Bachelor’s degree preferred
- For internal applicants: at least 1-year tenure in current role/Service Line
- For internal applicants: no policy infraction on record for the last six months
Benefits:
- Health, financial, and personal well-being resources and support
- Opportunities to increase personal and financial security through benefits programs
- Diversity, inclusion, and reasonable accommodation support
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