Customer Service Manager - Properties
JLL - Charlotte, NC
Position Summary:
The Customer Service Manager - Properties, is responsible for supporting the meeting room reservation application for the Client as a system administrator. The role is Client facing and the Customer Service Manager - Properties, must be able to exhibit exceptional customer service, communication skills and leadership skills.
Key Responsibilities:
May be responsible for one or more of the following:
- Serves as the single point of contact for the Client with regards to EMS Software, the meeting room reservation application that the Client uses globally. This includes, but is not limited to, the following:
- Serving as primary point of contact for Client employees for troubleshooting, issues and inquiries.
- Monitoring a help mailbox and ensuring Client issues, requests and inquiries are addressed in a timely fashion in accordance with Service Level Agreement requirements.
- Setting up administrator and user accounts as well as rooms and resources in the application.
- Documenting standard operating procedures consistent with the Client’s processes.
- Partnering with Vendor and Client IT support teams to maintain and optimize the application and resolve issues (e.g. Submit support tickets when issues arise, assist with testing during the rollout of patches or new versions, discuss enhancements that can improve the Client experience, etc.).
- Supporting reporting and data collection to ensure alignment with the Clients’ goals and objectives.
- Maintaining updated help and support resources such as Frequently Asked Questions.
- Working collaboratively with regional system administrators to standardize processes and establish governance routines.
- Assisting with the rollout of the application to new regions.
- Updates job knowledge by tracking emerging technologies, participating in educational opportunities, reading professional publications, and maintaining personal networks.
- Ensures minimal incidents that create interruptions to the ongoing operations of the Client
- Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices, new tools, process re-engineering and other ideas that provider service delivery efficiencies.
- Performs additional job duties, as requested.
- A Bachelor’s degree or equivalent experience is required.
- Hospitality services, facility / property management and / or IT experience is preferred.
- Knowledge of application support / system administration / software development is preferred.
- Proven track record of excellent internal and external customer service.
- Exhibits strong interpersonal skills, leadership skills, and problem solving / conflict resolution abilities.
- Excellent verbal and written communication skills with the ability to communicate professionally.
- High degree of innovation with the ability to work with minimal supervision in a fast paced environment.
- Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access).
Total Rewards reflects JLL’s investment in employees’ needs and preferences in Career, Recognition, Well-being, Benefits and Pay. We offer a competitive salary and benefits package. To be considered, please visit our Web site at www.us.am.joneslanglasalle.com/UnitedStates/EN-US/Pages/Careers.aspx to apply online. All resumes MUST BE submitted via our website. Please reference Job 43883BR.
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Posted: 30+ days ago
