at Jones Lang LaSalle in KankakeeBradley, Illinois, United States
Job Description
About this opportunity...
This position is responsible for all Call Center request, work order creation, planning and scheduling of PMs, reporting, and continuous improvement activities for multiple technician and client stakeholders. His/her main responsibility is to dispatch and solution drive issues; answer inquiries received in timely and professional manner; create work orders and assign them to other maintenance technicians; as well as ensure the company goals are achieved and KPIs are met. Typical responsibilities will include:
Primary Duties:
Act as a first point of contact for the for questions, requests, and needs of the client as the Call Center lead.
Answer all incoming calls from multi-client portfolio.
Analyze caller's needs and is empowered to implement the best strategy to ensure superior customer satisfaction.
Provide operational feedback to the Agents and follow-ups on recurring issues when requested.
Continually build customer relations with client personnel.
Ensure that requests are addressed in a prioritized and expeditious manner.
Create notifications, work orders, and assign to maintenance technicians using the clients CMMS.
Provide work order transparency with requesters when requested.
Schedule work with technicians and sub-contractors, assign appropriate work orders electronically when scheduled, track and report on the completion of work when requested.
Work closely with Utility and Facility supervisors and managers to ensure the accuracy and efficiency of workflow within the workplace service groups.
Execute work planning function for a self-directed work team.
Provide logistical coordination with all stakeholders (i.e. MRO, janitorial, purchasing, customers, security, site management, maintenance crews, and vendor manager) as needed.
Purchase/procure parts and or supplies through parts ordering or spare parts procedure with procurement partner as needed.
Maintain intermediate to high computer skills necessary to access CMMS work order system.
Participate and provide input to departments for ad-hoc reporting as needed.
Present performance data to maintenance teams as needed.
Contribute to continuous improvement of the maintenance and call center program by collecting technician feedback and share with CMMS Specialist.
Continually improve, simplify and innovate the current worksheets and processes Liaise with Customers for special requirements, maintaining request forms operational and up-to-date.
Maintain data integrity of multiple spreadsheets
Perform other job-related duties and special projects as requested.
Required Qualifications and Proficiencies
2+ years' experience working in a call center or customer relations environment.
2+ years' experience with Planning and Scheduling
Must have a detailed understanding of effective scheduling, estimating, and workflow processes in a maintenance environment.
Prior CMMS experience desired. SAP experience strongly preferred.
Pharmaceutical/BioTech research facilities experience is preferred.
Track, verify and maintain high team performance levels based on established metrics.
Excellent organizational, verbal and written communications skills required.
Demonstrated Planning & Prioritizing capabilities
Knowledge of Microsoft Office applications including Outlook, Excel, PowerPoint, OneNote, Word, Project, MS Teams, SmartSheet
Must be a team player, committed to working in a quality environment and be able to work independently.
Ability to maintain professional and customer-oriented relationships with team members, internal customers, and building occupants.
Ability to understand customer requirements... For full info follow application link.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
