Experience Services Ambassador - Franklin, TN

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.  Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

The Experience Services Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Experience Services Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills.  This role is responsible for the implementation of the experience program at the client site.  This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibilities 

• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests 
• Execute Ambassador services in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations 
• Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client 
• Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives 
• Strive to continually improve experience service performance 
• Achieve and exceed goals including performance goals, team goals and Clients' goals and objectives 

Ensuring Exceptional Service 

• Works collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Transactions, Projects, etc.) 
• Assists with third party vendor relationships and service partners to provide maximum service delivery 
• Intuitive service delivery, anticipating needs or concerns exceeding Client expectations 
• Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards 
• Visibly engaged and well known in the workplace; supports phone reception, spends time every day welcoming employees in the reception or employee entrances and also walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained 
• Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered 
• Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client’s operations occur 
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies 
• Assistance and flexibility with Client events as needed to ensure flawless delivery 
• Serve as training center event concierge and manage conference room bookings including resolution of scheduling conflicts 
• Provide administrative and operational excellence for soft services 
• Perform additional job duties, as requested  

Qualifications 

• Bachelor’s degree or equivalent 
• 1-3 years minimum prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred. 
• Proficient skills in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook). 
• Exceptional customer service skills and professionalism 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 track record of excellent internal and external customer service. 
• Ability to work independently – strong prioritization and time management skills. 
• Ability to work with diverse teams – lead and/or follow; respectful, cooperative, accountable. 
• Excellent verbal and written communication skills with the ability to communicate professionally. 
• Excellent organizational skills and process management. 
• Ability to adapt to new devices, technology, and applications. 

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Accepting applications on an ongoing basis until candidate identified.