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.
Assistant Facility Manager / Product Support Associate – JLL
What this job involves:
The Assistant Facility Manager / Product Support Associate serves as a critical liaison between clients, account teams, and service providers to deliver exceptional facilities services. In this dynamic role, you'll ensure seamless resolution of issues while maintaining the highest standards of customer service. You'll orchestrate daily operations, drive client satisfaction initiatives, and lead performance improvements that directly contribute to JLL's commitment to operational excellence. This position offers the opportunity to build meaningful client relationships while managing diverse teams and complex projects in a fast-paced environment.
What your day-to-day will look like:
Monitor and supervise daily call center operations, receiving and coordinating maintenance repair calls including scheduling, follow-up, quote preparation, and post-service activities
Review and prioritize open work orders based on age, status, and urgency; ensure 95% of all assigned work orders are actioned promptly
Communicate with clients daily via phone, email, and various system platforms to maintain superior relationships and ensure timely, satisfactory completion of work orders and special projects
Train, mentor, and evaluate support center representatives, monitoring calls to improve quality, minimize errors, and guide team members through challenging situations
Effectively plan and allocate resources (people, supplies, technology) to maximize productivity while preparing and managing schedules and shifts
Collaborate with Operations Managers, Account Managers, Category Managers, Service Providers, and Facilities teams to resolve problems and manage complex client projects from initiation to successful completion
Develop and implement strategies to increase customer satisfaction, call center productivity, and overall staff performance through assessment of metrics and cost analysis
Required Qualifications:
Proven experience in facilities management, call center operations, or customer service leadership roles
Strong organizational skills with demonstrated ability to prioritize and manage multiple tasks simultaneously in high-pressure environments
Excellent communication and interpersonal skills with proven track record of developing and maintaining client relationships
Experience with work order management systems and facilities management software
Demonstrated leadership capabilities including team training, mentoring, and performance evaluation
Preferred Qualifications:
Knowledge of conflict resolution and problem-solving techniques in customer service contexts
Experience preparing reports and analyzing operational metrics for senior leadership
Familiarity with service provider coordination and vendor management
Background in project management and complex project delivery
Experience with scheduling optimization and resource planning
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
