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Call Center Representative
Jones Lang LaSalle
Pittsburgh, PA, United States
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Job Title: Service Center Rep
SUMMARY
The primary responsibility of the Property Service Rep is to provide the highest level of customer service support for facility maintenance needs to JLL clients. Reps are required to abide by all JLL policies, including but not limited to Attendance, Performance, IT Usage, etc. This position requires the Rep to answer calls from clients, process online-created work orders and dispatch to service providers while also participating in regular strength training sessions, assisting the leadership team with projects and reviewing all emails.
ESSENTIAL FUNCTIONS
PHONE COVERAGE
• Rep is to provide customer service to all callers, enter the required work order and dispatch to the service provider.
• Rep is to follow the escalation process for all urgent and emergency work.
• The Rep is required to be logged into their phone during the entirety of their scheduled shifts. The phone system acts as the shift time card.
• Any use of the following statuses requires permission from a Supervisor: Training, Agent Project, Team Lead Project.
• PSP must inform a Supervisor immediately (or Team Lead if no Supervisor is available) when using the following statuses: Unscheduled Break, Technical Difficulty
QUEUE PROCESSING
• Urgent and Emergency Call Out Queue: Sending all urgent and emergency work orders that need called out after the first cycle of escalations to this queue from 7am to 7pm Mon-Fri.
• PSC Needs Follow-Up: This queue houses work order orders that require additional follow-up prior to dispatching. The work orders in this queue should be processed from oldest to newest.
• 15 Minute Queue: This queue houses work orders that require processing within 15 minutes of their creation.
• 60 Minute: This queue houses work orders that require processing within 60 minutes of their creation.
• Generic Queues: This queue houses work orders that require processing within 2 hours of their creation.
EMAIL
• Process work order related emails (only during weekends and overnight shifts).
MEETING AUDITS
• Monthly meetings with direct supervisor to review standard forms.
• Audits are a review of the Rep’s calls, customer service, work order processing and professionalism
STRENGTH TRAININGS
• Trainings conducted by the leadership team that are either individual or in a group setting to review new processes or re-train on complicated processes for quality assurance.
IPMP COMPLETION
• Bi-annual self-review process
EDUCATION AND EXPERIENCE
• High School Diploma or GED
• Associate’s degree or higher
• Minimum of 1 year of relevant experience
• 2+ years of relevant experience, preferred
• Experience working in a professional environment, preferred
• Corporate Real Estate experience, preferred
KNOWLEDGE, SKILLS, AND ABILITIES
• Excellent customer service
• Typing 45 words per minute
• Typing 60 words per minute, preferred
• Proficient in Microsoft applications, preferred
PHYSICAL WORK REQUIREMENTS / CONDITIONS
• Reps are required to sit at a desk and talk on a phone/headset while typing on a computer for the majority of the work day.
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