Customer Service Representative

Jones Lang LaSalle (JLL); United States; On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

401(k) plan with matching companyCon?

Comprehensive Medical, Dental & Vision

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Early access to earned wages through D

Job summary

JLL in Richmond, VA is seeking a Customer Service Representative to serve as the essential connection between client facilities and our facilities and engineering teams. You will manage high call volumes, process work orders through Corrigo, and ensure prompt attention and resolution while maintaining confidentiality.

Responsibilities include handling inbound calls, data entry, and monitoring productivity metrics in a collaborative call center environment.

Qualifications

• High school diploma or GED required; 1+ years in a call center.
• Proficient with Windows OS and Microsoft Office tools.
• Experience using Corrigo and Genesys Cloud.
• Excellent customer service and communication skills.

Responsibilities

• Answer all incoming calls from client facilities, perform appropriate functions, and verify/update call center documents.
• Process facilities and engineering work orders through Corrigo, ensuring To Do's are monitored continuously and work orders are dispatched properly and immediately.
• Follow the escalation process for all urgent and emergency work orders or related service needs to ensure timely resolution.
• Complete data entry using multiple work request applications, including recording customer interactions, transactions, comments, and complaints.
• Respond to and follow through on requests for information by completing research using available resources.
• Continually monitor telephone queue time data to maximize productivity and meet performance metrics.
• Maintain vigilant awareness of client requirements for confidentiality and privacy in all communications.

Skills

Customer service

Call center

Professional communication

Detail oriented

Multitasking

Team collaboration

Education

High School Diploma or GED

Tools

Corrigo

Genesys Cloud

MS Teams

Excel

Word

SharePoint

OneDrive

WebEx

Windows OS

MS Office Suite

Job description

Customer Service Representative

Experience: Not Available to Not Available years

Location: Richmond, VA

Skills: Windows OS, WebEx, Microsoft Office Suite, MS Teams, MS Excel, MS Word, SharePoint, OneDrive, Corrigo, Genesys Cloud

Company Overview

JLL empowers you to shape a brighter way. Our people at JLL 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 to 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.

Position Overview

Customer Service Representative-JLL What this job involves: As a Customer Service Representative at JLL, you'll serve as the essential connection between client facilities and our facilities and engineering teams. This role centers on managing incoming calls, processing work orders through Corrigo, and ensuring every service request receives prompt attention and resolution. You'll be responsible for maintaining excellent customer service standards while navigating multiple work request applications and adhering to strict confidentiality protocols for patient privacy. We believe the most effective teams are built when everyone is empowered to thrive, and this position offers you the opportunity to develop expertise in facilities coordination while making a direct impact on operational excellence. Your ability to manage high call volumes, follow urgent escalation procedures, and monitor productivity metrics will be crucial to success. Working in a collaborative call center environment, you'll ensure all service requests are dispatched properly and clients receive timely feedback on work order status.

Key Responsibilities

• Answer all incoming calls from client facilities, perform appropriate functions, and verify/update call center documents
• Process facilities and engineering work orders through Corrigo, ensuring To Do's are monitored continuously and work orders are dispatched properly and immediately
• Follow the escalation process for all urgent and emergency work orders or related service needs to ensure timely resolution
• Complete data entry using multiple work request applications, including recording customer interactions, transactions, comments, and complaints
• Respond to and follow through on requests for information by completing research using available resources
• Continually monitor telephone queue time data to maximize productivity and meet performance metrics
• Maintain vigilant awareness of client requirements for confidentiality and privacy in all communications

Required qualifications

• High School Diploma or GED
• 1+ years of applicable working experience in a call center environment
• Ability to smoothly operate Windows OS desktop computer for extended periods
• Competent knowledge and functioning using WebEx and Microsoft Office Suite tools (MS Teams, Excel, Word, SharePoint, OneDrive)
• Proficiency with Corrigo work order management system
• Experience with Genesys Cloud or similar call center software
• Excellent customer service skills with professional communication abilities

Preferred qualifications

• Associate or Bachelor's degree
• Previous experience in a service dispatch or facilities coordination position
• Experience with multiple work request or ticketing system applications
• Demonstrated ability to suggest process improvements and efficiency enhancements
• Background in facilities management or engineering service coordination

Schedule

M-F 8:30- 5:30

Compensation

Estimated compensation for this position: 32,700.00 - 40,000.00 USD per year. This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Additional Information

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

Personalized benefits that support personal well-being and growth

• 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.

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,