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Call Center Agent
Jones Lang LaSalle
Princeton, NJ, United States
Job Details - this job has expired, please see similar jobs below
Principle Objective of Position:
• To act as the facilities contact for answering Facilities Service Center calls supporting and responding to internal and external BMS customer needs in the area of Facilities Operation and Services.
Duties and Responsibilities:
• Answer calls, document and process service requests from a variety of geographically dispersed facilities in Spanish and English.
◦ Process incoming customer and client emails accurately and timely fashion
◦ Initiate work order(s) through the JLL system for calls that come into the call center accurately and timely fashion
◦ Ensure all service requests are routed and assigned to specified provider within the set client guidelines including urgent and emergency work orders.
◦ Follow up and compete all work as per established call center guidelines.
◦ Coordinate and follow up the resolution of customer issues.
◦ Written Follow-up with stakeholders on outstanding open Work Orders (SLA16E)
• Manage client driven PSI KPI/ service levels according to the MSA.
◦ Meet all daily and monthly productivity measures.
◦ Monitor telephony queue time to maximize productivity.
◦ Adhere to all Service Center specified and client driven standards for daily work order processes.
• Proficiency with Telecom system including logging in and out, and correct usage of aux codes
• Manage, maintain and update Knowledge repository and policies/procedures.
• Manage Istream Submission Process
• Complete and pass all mandatory trainings for BMS and JLL
• Provide formal and informal training as dictated by business
• Calm and professional handling of emergency situations by following approved channels including notification of appropriate personnel until resolution.
• Periodic review and validation of System matrices data
• Assist with recording IT Compliance activities
• Participate in UATs and adoption of new tools and technologies
• Data analytics to identify trends and patterns to help in call reduction/call prevention and continuous improvement opportunities
• Perform other related assignments as assigned and as business/client may dictate
Skills Required:
• Ability to read and write in Spanish.
• At least two years prior related work and customer service experience.
• Excellent interpersonal skills, Demonstrated ability to work individually or within a team environment; able to work in a group and share information.
• Strong professional telephone and email etiquette; Strong verbal and written skills with excellent typing and data entry skills.
• Computer Competency, Microsoft Office, Outlook Mail, Maximo, Case Management Tools
• Clerical and Organizational Skills to handle multiple tasks simultaneously with an attention to detail
• Independent judgment in coordinating and prioritizing diverse activities/tasks
• Strong data analytical abilities
• Demonstrated ability to learn new skills and apply the knowledge
• Cheerful, calm, even tempered, and motivated demeanor.
• Flexibility with work schedules to ensure coverage
• Dependable and punctual to all established working hours along with department, project, or department meetings.
• Ability to follow specific processes, policies and deadlines; this includes department, corporate, and client policies.
• Flexible/ Adaptable with work flow, process updates, and policy changes.
Additional Position Comments:
Incumbent must have high energy, positive attitude, and an excellent team player – as position requires extensive interaction within various departments and groups. Required to handle multiple tasks at the same time. Proactive worker who looks for opportunities during downtime; ready and willing to perform other duties as required. Must be extremely organized and have the ability to document incoming information, and disseminate it to proper service personnel, must maintain a pleasant, professional attitude even under stressful situations handling a high volume of calls and emails. Role requires creation of accurate, timely client work orders which result in highly satisfied customers. Prior call center service is a plus. Preferred Bilingual Spanish Speaking. Flexibility will be required to work varied 9 Hour shifts within Call Center hours of 7am-8pm Eastern Standard Time based on staffing and coverage needs. Primary hours for this opening will be 11am to 8pm daily Monday to Friday.
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