Customer Service Specialist - Malvern, PA | JLL Job

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Job Posting Title: Customer Service Specialist 

Reporting to: Team Manager 

Job Summary Position supports a Major Financial Client in Malvern, PA. and will be responsible for monitoring various technology systems supporting facility operations. They will respond to incoming calls, emails, and web requests from various stakeholders, dispatching work orders to the operations teams in a timely manner.  

In addition, this individual will actively demonstrate commitment to providing excellent customer service and representing JLL’s Mission, Values, and Goals.  

This individual plays an integral part of the facility operations team, monitoring various systems across our operations, responding to triggered alerts, and dispatching work orders to the operations team  in a timely manner. They will also respond to incoming calls, emails, and web requests from various stakeholders. In addition, this individual will actively demonstrate commitment to providing excellent customer service and representing JLL’s Mission, Values, and Goals in all interactions with internal and external customers. This individual must be computer savvy, know how to escalate emergency issues, and engage in a collaborative and dynamic work environment. 

Job Responsibilities Key Elements and Essential Tasks 
§ Answer telephones providing “Best in Class” service. 

§ Produce clear and professional email correspondences to our client and facilities management. 

§ Dispatch and generate work orders as appropriate. Research required information using available resources.  

§ Identify and escalate priority issues.  

§ Identify areas of opportunity and utilize skill/knowledge to suggest improvements.  

§ Triage and route calls to appropriate resources  

§ Complete all assigned callbacks.  

§ Monitor telephony queue time data to maximize productivity.  

§ Provide accurate, timely client work orders which result in highly satisfied customers.  

§ Adhere to the business unit specified client-driven standards.  

§ Complete data entry using multiple work request applications.  

§ Maintain individual productivity and quality statistics/performance metrics.  

§ Strong organizational and management skills  

§ Ability to multi-task and work both in a team and independently  

§ Ability to function effectively in a dynamic work environment.  

§ Excellent interpersonal skills; strong emphasis on customer service  

§ Excellent business writing and verbal communications  

§ Strong analytical ability  

§ Detail-oriented  

§  Respond immediately to emergency situations and provide support to remedy the issue. 

§ All other duties as assigned. 

MINIMUM REQUIRED 

§ High School diploma or GED equivalent. 

§ 1-3 years’ experience supporting a call center. 

§ Excellent written and verbal communication skills 

§ Working knowledge of computer applications including Word and Excel 

§ Excellent written and verbal communication skills. 

§ Time management, multi-tasking, and organization skills with strong attention to detail. 

§ Self-starter and must be able to work in a fast paced, high-volume environment. 

 
ADDITIONAL ELIGIBILITY QUALIFICATIONS 
• Facility Call Center Environment a plus 
• Basic Computing Skills in Outlook, Excel & Word 
 
 
WORK ENVIRONMENT 
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some travel among campus may be required. 
 
PHYSICAL DEMANDS 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
- Ability to speak clearly so others can understand you 
- Ability to read and understand information presented orally and in writing 
- Ability to type quickly to process work orders effectively 

- Ability to work long shifts (occasionally over 8 hours) 

- Ability to sit for a prolong period. 

 
 
AAP/EEO STATEMENT 
JLL provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated. 
OTHER DUTIES 
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site –Malvern, PA

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 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
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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