AM&E Customer Support Assistant Program Manager

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 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.   

AM&E Customer Support Assistant Program Manager

At JLL, we value what makes you unique, and we’re committed to give you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you’re looking to move up, broaden your experience or deepen your expertise. 

The Event Services Specialist will play a key strategic role on the Global Events & Meeting Services team. In this role you will bring exceptional customer service, communication, marketing, and events/hospitality industry knowledge to work cross functionally, drive results, efficiencies, and elevate the customer experience. 

As an ideal candidate you are proactive and comfortable presenting and communicating with various levels of internal customers/stakeholders in a fast-paced constantly evolving environment. Your consultative and collaborative approach and your ability to build relationships that influence decision-making ensures the internal customer expectations are exceeded and new internal customers are converted into the Global Events and Meeting Services program.

• Seeking customer service representatives who are focused on providing prompt, courteous and professional customer service.
• Participate in all training programs assigned.
• Responsible for managing emails, tickets, and M&P queues on a daily basis. 
• Coordinate with Amazon Meetings and Events Team Members to address inquires and resolve requests as per the SLA.
• Provide customer centric service, ensure to re-confirm with employees on the resolution provided before closing the request.
• Participate in weekly Office Hours/Trainings to ensure full understanding of scope assigned.
• Complete the labor requests each day to ensure the customers are receiving timely responses and support.
• Resolve tickets following the events to ensure SLA is met.
• Provide support in the shared inboxes daily.
• Follow the standard operating process outlined in order to provide effective response to the customer.
• Ensure all required reports are shared in respective shift.
• Incorporate feedback from activities to improve performance.
• Share experiences with team members to ensure the team continues to learn and grow. 

Preferred Qualifications

• Meeting and Event, or Hospitality industry experience desirable
• Experience working in a strategic meeting management (SMM) or centralized meeting/event program desired
• Knowledge of Meeting and Event technology tools highly desirable
• 3rd-Party vendor/agency experience with direct customer interface valued
• CMP (certified meeting professional) or other industry certification valued
• International meeting & event experience valued

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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