Facilities Call Center Planner/Scheduler

JLL empowers you to shape a brighter way.  

Our people at JLL 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 you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

About this opportunity…

This position is responsible for all Call Center requests, work order creation, planning and scheduling of PMs, reporting, and continuous improvement activities for multiple stakeholders including technicians, managers, and clients. The main responsibility is to dispatch and solution drive issues; answer inquiries received in a timely and professional manner; create work orders and assign them to maintenance technicians; as well as ensure the company goals are achieved and KPIs are met.

Primary Duties:

• Act as a first point of contact for questions, requests, and needs of the client as the Call Center Lead

• Answer all incoming calls from a multi-client portfolio

• Analyze callers' needs and be empowered to implement the best strategy to ensure superior customer satisfaction

• Provide operational feedback and follow-ups on 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 client’s CMMS

• Communicate work order updates to requesters as needed

• Schedule work with technicians and sub-contractors and assign appropriate work orders electronically

• Track and report on the completion of work

• 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 and scheduling function for a self-directed work team

• Provide logistical coordination with all stakeholders (i.e. MRO, cleaning services, purchasing, clients, security, site management, maintenance crews, and vendor managers) as needed

• Purchase/procure parts and/or supplies through parts ordering or spare parts procedure with procurement partner

• 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

• Provide a two-week look-ahead Preventive Maintenance (PM) schedule to the team weekly

• Contribute to continuous improvement of the maintenance and call center program by collecting feedback and sharing with CMMS Manager

• Continually improve, simplify, and innovate the current worksheets and processes

• Liaise with the client for special requirements, ensuring that request forms are operational and up-to-date

• Perform other job-related duties and special projects as requested

Required Qualifications

• 5-10 years’ experience working in a call center environment.

• Must have a detailed understanding of effective scheduling, estimating, and workflow processes in a maintenance environment

• Proficiency in Microsoft Office applications including Outlook, Excel, PowerPoint, OneNote, Word, Project, MS Teams

Other requirements

• Excellent organizational, verbal, and written communications skills required

• Demonstrated planning & prioritizing capabilities

• Track, verify, and maintain high team performance levels based on established metrics

• Ability to maintain professional and customer-oriented relationships with team members, internal customers, and building occupants

• Ability to understand customer requirements and coordinate interface with other teams for various support requirements

• Must be a team player, committed to working in a quality environment and be able to work independently

• Strong analytical skills, problem-solving abilities, attention to detail, accuracy, multitasking capabilities, discretion, and sound judgment

Preferred Qualifications

• Prior CMMS experience

• SAP experience strongly

• Pharmaceutical/BioTech research facilities experience

Work Schedule:

• Monday – Friday, 7:30 am to 4:00 pm

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

69,000.00 – 79,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –Bradley, IL

If 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

• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 email us at HRSCLeaves@jll.com. 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.

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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.

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Accepting applications on an ongoing basis until candidate identified.