JLL supports the Whole You, personally and professionally.
The Customer Experience Supervisor will be responsible for developing and managing a best-in-class, employee-facing communications and customer service program for a large corporate client. This role involves overseeing the customer service teams for both managed parking and shuttle services, ensuring seamless operations and high standards of service. The Supervisor will work closely with Commute Program Managers, manage vendor relationships, and ensure effective communication strategies to promote commute options and benefits.
ESSENTIAL DUTIES AND RESPONSIBILITIES
**Onsite Customer Support**: Provide in-office support 3+ days per week, with optional work-from-home days for the remainder of the week.
**Communication Strategy**: Develop and maintain effective communication strategies to promote commute options and benefits. Create and update intranet content, collaborate with internal teams, and ensure integration with client systems and platforms.
**Training and Development**: Develop standardized training and onboarding processes for new team members. Continuously enhance these programs to meet evolving company needs and industry standards.
**Customer Feedback**: Track and analyze customer feedback through ticket survey responses. Conduct regular audits to ensure compliance with company guidelines and provide mentorship and coaching to team members.
**Escalation Management**: Efficiently handle and resolve customer escalations, ensuring timely and satisfactory resolutions. Coordinate with relevant departments to address and resolve complex issues, implementing strategies to prevent future escalations.
**Monthly Processes Management**: Oversee monthly managed parking processes and communications. Ensure proper follow-up and action on all necessary cancellations and related communications.
**Parking Garage Management Communication**: Implement best practices and drive continuous improvement through communication with parking garage management.
**Stakeholder Communication**: Facilitate consistent communication with project managers and stakeholders. Provide comprehensive updates on program metrics, progress, and challenges, acting as a liaison to ensure transparency and alignment on program goals and activities.
**Vendor Coordination**: Collaborate with shuttle and parking vendors to ensure they meet service level agreements and performance standards, and handle operational logistics.
**Route and Service Optimization**: Monitor and analyze shuttle and parking services to identify areas for improvement. Partner with program manager to implement changes to optimize routes and services, enhancing overall efficiency and employee satisfaction.
**Event Scheduling**: Schedule presentations, FAQs, and other events as dictated by customer inquiries.
ADDITIONAL SUPERVISORY RESPONSIBILITIES
**Team Management**: Oversee team member management and workload delegation. Conduct 1:1 meetings, training, coaching, and goal setting. Manage the hiring process, task assignments, and monitor workloads.
**Staff Recruitment and Management**: Oversee recruitment, selection, promotion, advancement, corrective action, and termination processes. Plan and monitor staffing levels and labor utilization.
**Performance Appraisals**: Prepare and deliver performance appraisals. Mentor and coach team members to enhance competency development.
QUALIFICATIONS
**Education and Experience**:
AA/AS degree required; Bachelor's preferred.
2+ years of experience in transportation demand management, communications, customer service, or related field.
Program management and program development experience.
Proven team leadership experience.
**Skills and Abilities**:
Enthusiasm for sustainable transportation.
Excellent written and verbal communication skills.
Strong organizational and analytical skills.
Ability to provide efficient, timely, reliable, and courteous service to customers.
Experience building consensus across diverse stakeholders and driving complex, cross-functional programs in a fast-paced environment.
Public speaking skills and ability to lead effective meetings.
**Financial Knowledge**:
General knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions.
**Reasoning Ability**:
Ability to comprehend, analyze, and interpret complex documents.
Advanced analytical and quantitative skills.
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.
About 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 a