Customer Service Center Representative (night shift)


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.

* Night shift: Sunday through Thursday; 9:00pm to 5:30am; fully remote; candidates who live in California highly preferred*Job Responsibilities:The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices:* Primary responsibility is to provide customer service to all callers, enter the required work order and dispatch to the service provider.
* Required to maintain an “online” presence during work schedule, specifically be logged into the call center phone system during clocked-in working hours (ie: the call center phone system acts as the shift time card for all staff).
* Answers all incoming calls and performs appropriate functions as needed; verifies and updates call center documents.

* Provide excellent customer service to all internal and external customers and a willingness to ensure that all communication and interactions are of the highest degree of professional behavior.
* Maintains a positive, empathetic, and professional attitude toward client/customers at all times.
* Follows the escalation process for all urgent and emergency work orders or related service needs.
* Responds and follows through on requests for information, including completing research using available resources provided.

* Responsible for the assigned schedule and maintaining “online” presence; must update a Manager/Team Lead when either situation of an unscheduled break or technical difficulty occurs.
* Process the Corrigo To Dos properly, making sure To Dos are checked continuously and* Processes timeline work order (WO) processes, including WO input ; ensures that work orders are dispatched properly and immediately to meet all department service level resolution expectations.
* Ability to communicate with all levels of the hospital/facilities system with minimal supervision.
* Continually monitor telephone queue time data to maximize productivity.

* Adhere to the business unit specified client-driven standards.
* Complete data entry using multiple work request applications, including records of customer interactions, transactions, comments, and complaints.
* Maintain vigilant awareness of client requirements for Confidentiality and Privacy of patients.
* Be willing and able to utilize skill/knowledge to suggest improvements for the role and team, including providing feedback on the efficiency of the customer service process.

* Performs all other duties as assigned.
* Embrace and abide by the firm’s Code of Business Ethics and maintain adherence to all Jll policies and JLL Healthcare Solutions Call Center policies.
* Demonstrate the willingness and ability to develop new skills by assuming additional projects and tasks.
* Complete all training objectives specified by management (including but not limited to: My Development, Monthly call evaluations, ad hoc strength training).

Complete at least three (3) My Development courses with the year. Work with manager to determine career development needs and succession plans. Knowledge, Skills, and Abilities:Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:Education:Some combination of college coursework or equivalent combination of experience and education is preferred.

B1 Career LevelHigh School Diploma or equivalent required. B2-B3 Career LevelCollege graduate (BS/BA) preferred, plus the previous minimum requirements listed. Familiarity with hospital or healthcare systems and routines a plus. Years of relevant experience:Career Banding RequirementsB1: Minimum of 1 year of applicable working experience in Reception, Customer Service, Call Center Client facing aspects.

B2-B3: Minimum of 1+ to 3 years of applicable working experience in Reception, Customer Service, Call Center or Client facing aspects.
* Position requires the candidate to read and speak English fluently.
* Strong interpersonal and conflict resolution abilities.
* Strong collaborative work style, strong organizational and time-management skills.

* Effective and accurate written, verbal, and communication skills.
* Ability to maintain professionalism at all times under stressful situations.
* Ability to plan and manage work under time constraints.
* Ability to multitask and work without direct supervision.

* Has mastery of telephone techniques & etiquette* Practices follow-up to ensure customer needs are met* Previous experience in a service dispatch or customer service position within a call center environment preferred.
* Ability to work and remain engaged on the phone throughout the entirety of your shift* Ability to smoothly operate Windows OS desktop computer* Ability to multi-task; speaking with customers while logging information and navigating multiple programs* Is consistently at work and on time* Ability to maintain a predictable and consistent schedule.
* This is a coverage position that requires the ability to work a predictable and consistent schedule.
* Completes tasks on time or notifies appropriate person with an alternate plan* Accepts responsibility for own actions* Able to deal with frequent change, delays, or unexpected events* Adapts to changes in the work environment* Excellent problem solving, critical, analytical, and leadership skills with demonstrated initiative of good judgement with proven record of service in call center standards.

* Competent knowledge and functioning using related Software Tools: WebEx, Microsoft Office Suite tools (+ MS Teams, Excel, Word, SharePoint, OneDrive), Corrigo, Genesys CloudCertifications/Licenses:Possession of, or ability to obtain, an appropriate, valid state-sponsored driver’s license preferred but not required is this role is typically a driving role. Physical Work Requirements:The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Remote Role: Work is to be performed in a remote office environment (ie: home office) with possible periodic visits to network and client sites.

Travel to account Headquarters for meetings and training is possible but not typical. The ability to work with and coordinate with a remote team is critical. Remote workspace for this role requires a quiet workspace with little distraction, proper and safe electrical connections; a well-lit, quiet environment for the call center primary role, as well as safe work surfaces and seating. The position requires to have a secure high-speed internet connectionPer JLL policy (copies available upon request) remote work does not include reimbursement of typical office supplies.

JLL typically supplies a computer, monitor, and cellular phone for remote roles. For JLL Healthcare Solutions call center employees only, a monthly internet fees only will reimbursed as an expense. For those cases where remote work is not preferred or practical supervisors help identify the closest JLL hub-office as an alternative regular work location. Physical: Sufficient physical ability to work in an office setting and operate office equipment; to perform light to moderate lifting and carrying; standing, walking, or sitting for prolonged periods of time; mobility to move about in an office location.

It requires the ability to sit/stand and work at a computer for extended periods of time, using finger/hand dexterity to manipulate a keyboard/mouse in a fast-paced, high-volume environment. Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Hear in the normal audio range with or without correction. Language: Ability to verbally communicate effectively in English, bilingual preferred.

It requires the ability to communicate effectively with a diverse audience in person, by phone, and by computer. Working Conditions:Environment: Remote Role: Work is to be performed in a remote office environment (ie: home office) with possible periodic visits to network and client sites. Travel to account Headquarters for meetings and training is possible but not typical. The ability to work with and coordinate with a remote team is critical.

Per JLL policy (copies available upon request) remote work does not include reimbursement of typical office supplies or technology (ie: wifi or internet access for remote office). JLL typically supplies a computer, monitor, and cellular phone for remote roles. For those cases where remote work is not preferred or practical supervisors help identify the closest JLL hub-office as an alternative regular work location. The work is primarily on phones all shift and considered a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.

Some work may be considered stressful when working with the public during stressful situations. Work SchedulesNight shift: Sunday through Thursday; 9:00pm to 5:30am. Occasional overtime may be scheduled and required to respond to staffing and client service needs. Salary range: $20-$30/hr DOE with differential pay of additional $1.

60-$2. 50/hr for night shiftEstimated compensation for this position is:15,080. 00 – 51,800. 00 USDThe salary listed is an estimate and not guaranteed.

A salary offer will vary based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market dataLocation:Remote -Anaheim, CA, Burbank, CA, Fresno, CA, Glendale, CA, Irvine, CA, Long Beach, CA, Los Angeles, CA, Oakland, CA, Sacramento, CA, San Diego, CA, San Francisco, CA, San Jose, CA, Santa Barbara, CA, Stockton, CAIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. 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. Some of these benefits may include:* 401(k) plan with matching company contributions* Comprehensive Medical, Dental & Vision Care* Paid parental leave at 100% of salary* Paid Time Off and Company Holidays* Flexible and Remote Work Arrangements may be availableAbout 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. JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.

We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here. This position may require you to be fully vaccinated against COVID-19.

If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e. g. , Pfizer or Moderna) or two weeks after a single-dose vaccine (e.

g. , Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate. California Residents onlyIf you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.

If you are viewing this on a mobile device you may want to view the CCPA version on a larger device. Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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