About the position
JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world-class services, advisory, and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers, and find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades, or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. The Work Order Management Manager interfaces with our clients, account teams, and service providers to ensure superior delivery of the facilities services provided. This position makes sure that any issues or conflicts are quickly and efficiently resolved with the highest degree of customer service. The successful candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and develop and effectively manage customer relationships. Responsibilities include oversight of daily operations, implementation of strategies to improve client satisfaction and overall staff performance and productivity, assessment of metrics and costs to prepare reports for senior leadership.
Responsibilities
- Monitor and supervise daily operations and activities
- Hire, train, and manage work order management representatives
- Effectively plan resources to maximize productivity (people, supplies, technology, etc)
- Evaluate staff performance and effectiveness to ensure high customer service standards
- Assist with the coordination and scheduling of maintenance activities
- Provide direction/information to vendors, facilities staff and service providers as required ensuring excellent coordination of work within client environment with minimal disruption
- Assist with receiving and dispatching of work requests to technical staff, vendors, or other services providers
- Resolve problems associated with all building services including but not limited to: janitorial, conference rooms, interior and fixtures and equipment, climate comfort and mechanical & electrical needs
- Implement preventive, ongoing, and anticipated maintenance/repair programs
- Coordinate facility management and small project tasks as directed
- Ensure appropriate follow up with customers
- Seek to continuously improve processes, systems, and overall customer satisfaction
- Provide required reporting, data, and dispatch updates for assigned units of business
- Conduct periodic weekly calls to run through any updates, check-ups, and basic information sharing
- Assist with budgetary requests, analysis, and reporting
Requirements
- Bachelor or Associate Degree preferred or equivalent work experience
- Previous experience of managing teams
- Knowledge of customer service principles and practices
- Previous working experience in customer service or call center environment
- Understanding of budgeting and performance evaluation procedures
- Good organizational and interpersonal skills with a strong customer focus
- Strong financial management and budgeting skills
- Proficient in MS Office, and possess strong written, verbal and people skills
- Demonstrated intermediate to advanced written communication skills (spelling, grammar and punctuation) and verbal communications skills
- Experience required using computer software and phone systems
- Able to work independently with minimal supervision
- Prioritize and manage the completion of projects in an efficient and timely manner
- Ability to quickly learn how to use any Company required software may be required
Benefits
- 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
