Business Support, Customer Service

What this job involves

Providing comprehensive business support and exceptional customer service as the primary point of contact for facility operations. This role combines administrative coordination with customer-focused service delivery, ensuring stakeholders receive timely, professional assistance with all facility-related needs. You'll monitor technology systems, manage multi-channel communication, and coordinate work order dispatch while maintaining the highest standards of customer service. Working in a dynamic, collaborative environment, you'll represent JLL's Mission, Values, and Goals in every interaction, serving as a trusted resource for internal and external customers. Your ability to balance operational efficiency with genuine customer care will be essential to maintaining seamless facility operations and consistently high satisfaction levels.

Your day-to-day tasks will include

• Delivering superior customer service by responding promptly and professionally to incoming calls, emails, and web requests from diverse stakeholders, ensuring every interaction reflects JLL's commitment to excellence
• Monitoring various technology systems supporting facility operations, responding to triggered alerts, and taking appropriate action to address issues before they impact building occupants
• Providing business support through accurate work order creation and dispatch using multiple work request applications, tracking assignments to completion, and following up to ensure customer satisfaction
• Researching required information using available resources, routing calls and requests to appropriate team members, and completing all assigned callbacks in a timely, thorough manner
• Identifying and escalating priority and emergency issues through established protocols while maintaining professionalism and calm composure during stressful situations
• Monitoring telephony queue time data and individual productivity statistics to maximize efficiency, maintain performance metrics, and consistently meet or exceed service level standards
• Completing precise data entry across multiple platforms while adhering to business unit and client-driven standards that ensure accurate documentation and seamless information flow
• Identifying areas of opportunity within processes and utilizing knowledge and skills to suggest improvements that enhance customer experience, operational efficiency, and service quality
  
  

Minimum Requirements

• Associate's degree in facilities management, building operations, business administration, customer service, or other related field
• Superior customer service skills and orientation with demonstrated ability to maintain professionalism at all times, particularly under stressful situations and time constraints
• Proficiency in Microsoft Office Suite with strong written, verbal, and interpersonal communication skills that facilitate positive customer interactions
• Strong organizational and time management abilities with proven capacity to multitask, prioritize competing demands, and work effectively without direct supervision
• Detail-oriented approach with strong analytical ability to assess situations, make sound decisions, and ensure accurate information management
• Collaborative work style with ability to function effectively in a dynamic team environment while also working independently to meet individual performance goals
  
  

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience in business administration, customer service, facilities management, or related disciplines
• 2 years of experience in facility or property administration, customer service, call center operations, or business support roles within corporate or commercial environments
• Experience working with computerized maintenance management systems (CMMS), work order platforms, and CRM tools with demonstrated ability to learn new technologies quickly
• Proven track record in customer-facing roles with metrics demonstrating consistent achievement of satisfaction scores, response times, and productivity standards
• Experience identifying process improvements and implementing customer service enhancements that increase satisfaction, reduce resolution times, or improve operational workflows
• Strong ability to plan and manage work under time constraints, handle high-volume request environments, and maintain service quality during peak demand periods
  
  

Location: Atlanta, GA

Schedule: Monday – Friday, 7:00 AM – 3:00 PM

Compensation: $21.93 per hour