AM&E Customer Support Coordinator

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

What this job involves:

As an AM&E Customer Support Coordinator at JLL you will serve as a key strategic member of the Global Events & Meeting Services team delivering exceptional customer service and driving elevated customer experiences across our Amazon Meetings & Events program. This dynamic role combines customer service excellence with events industry expertise requiring you to work cross-functionally to drive results efficiencies and exceed internal customer expectations. You will play a crucial role in JLLs commitment to delivering transformative workplace solutions by providing consultative collaborative support that builds relationships and influences decision-making while converting new customers into our comprehensive Global Events and Meeting Services program.

What your day-to-day will look like:

• Manage emails tickets and M&P queues daily while coordinating with Amazon Meetings and Events Team Members to address inquiries and resolve requests per SLA requirements
• Provide customer-centric service ensuring re-confirmation with employees on resolutions before closing requests and completing labor requests for timely customer support
• Participate in weekly Office Hours and training programs to maintain full understanding of assigned scope and incorporate feedback to improve performance
• Resolve post-event tickets to ensure SLA compliance while providing daily support in shared inboxes following standard operating processes
• Present and communicate effectively with various levels of internal customers and stakeholders in fast-paced constantly evolving environments
• Share experiences with team members to ensure continuous learning and growth while ensuring all required reports are shared during respective shifts
• Follow consultative and collaborative approaches to build relationships that influence decision-making and exceed internal customer expectations.

Required Qualifications:

• Bachelors degree or equivalent experience in customer service hospitality or related field
• Strong customer service skills with focus on providing prompt courteous and professional service
• Excellent communication and presentation skills with ability to interact with various organizational levels
• Proficiency in managing multiple communication channels including emails tickets and queue systems
• Ability to work effectively in fast-paced constantly evolving environments
• Strong organizational skills with attention to detail and ability to meet SLA requirements
• Experience with report generation and data management.

Preferred Qualifications:

• Meeting and Event or Hospitality industry experience
• Experience working in strategic meeting management (SMM) or centralized meeting/event programs
• Knowledge of Meeting and Event technology tools and platforms
• 3rd-Party vendor/agency experience with direct customer interface
• CMP (Certified Meeting Professional) or other industry certifications
• International meeting and event experience
• Experience with Amazon or large corporate meeting and event programs.

Location: Onsite

At JLL we are collectively shaping a brighter way for our clients ourselves and our fellow employees. We choose to take the more inspiring innovative and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration locally and across the globe which allows us to create transformative solutions for the real estate industry. We support each others wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!

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