CONCIERGE 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 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.

• Job Description
• Key Responsibilities
• This is an onsite role, and will be required to be in the client Seattle office.
• Provide assistance and direction according to the customer requests appropriately handling queries from employees, visitors, and guests
• Seeks out information, builds knowledge of standard processes and procedures and exercises professional judgment. You will be supplying end to end customer experience while fulfilling your core operational responsibilities.
• Supports processes and manage Jira tickets associated with Workplace Experience Employee offerings (including, but not limited to, Intentional Togetherness Gatherings, Office Event Support, 'For You' Services, Meaningful Moment Services, Kudos program)
• Work cooperatively and jointly with internal (departments) and external (vendors) to ensure quality customer service
• Work closely with Facilities, global Concierge peer(s) and Atlassian to understand the goals, objectives and focus areas for Workplace Experience.
• Ensure service excellence in day-to-day operations
• Understand and adhere to all JLL and Client policies and values.
• Understand and adhere to all operational systems and processes, offering suggestions for improvement or innovation where needed.
• Provide onsite FM support, to complement a remote FM service model.
• Support the Regional Concierge Lead as needed to meet the need of clients and partners

Key Responsibilities combine with day-to-day

• Responsible for accommodating all Front of House areas ensuring they are presentable at all times
• Provide a warm and friendly welcome to all customers and visitors to the building, actively engaging with each individual
• Provide assistance and direction according to the customer request, helping navigate through local amenities and services
• Professional personal presentation at all times, elevating and upholding grooming standards across the team.
• Assist with workplace related tickets (requests)
• Manage voicemail messages
• Manage shipping and receiving
• Manage security / access cards
• Support financial reporting and procurement processes
• Effectively utilize the visitor management system to ensure a smooth check-in and check-out process
• Effectively communicate operational risks and adhere to established escalation processes.
• Provide general administrative and clerical support : create and maintain playbooks, trackers, progress pages, etc
• Attends regular team training and complete professional development courses
• Understand internal tools to support daily operations
• Understand and complete all required duties in the requested time frame
• Provide guidance during daily operations and emergencies, acting as floor warden where required

Critical Competencies for Success

Ensuring Exceptional Customer Service

• Represent the Concierge team as the initial point of contact for all Atlassian inquiries, issues, and feedback related to the services within the workplace.
• Anticipating and responding to the needs and concerns of the client, transforming problems into opportunities.
• Taking ownership of every employees onsite experience and seeking for opportunities to go above and beyond.
• Attends weekly Operations Meeting with Facilities, IT, and other departments for upcoming events.
• Collaborate with Workplace Events Team to curate (and maintain) a repository of Remote activities; social, team building and foundation activities including arrangement of activities when required.
• Driver of arrival experience for traveling Atlassians including but not limited to; tours of the Atlassian Office, luggage storage and arrangement of transportation when required.
• Intuitive service delivery, anticipating needs or concerns and exceeding Atlassian expectations.
• Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.

are stocked and maintained.

• Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Atlassian employees to ensure questions / requests are answered.
• Perform additional job duties, as requested.

Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Ability to interact with a wide range of client staff, including senior levels
• Has a customer service oriented attitude
• Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to the Atlassian's operations occur.
• Monitor and manage 3rd party vendor performance related to service delivery.
• Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

Results Focus

• Demonstrated client commitment
• Attention to detail and effective support to others to ensure consistency.
• Effective time management, organizational and planning skills
• Applies a risk management mindset to all aspects of operation.
• Able to adapt to change and demonstrate resilience
• Achieves and exceeds goals including performance and customer service goals
• Ensures & executes in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.

Key Skills

• Self-motivated; confident & energetic
• Customer / Client Experience Focus
• Problem-solving skills and capacity to deal with ambiguity
• Ability to effectively deal with high paced environment and situations
• Flexible - able to adapt to rapidly changing situations
• Goal-oriented - able to focus on meeting all performance targets
• Strong communicator - good presentation skills and possesses strong verbal & written communication skills (English); also an active listener
• Exhibits honesty & trustworthiness
• Flexibility to travel to Atlassian Mountain View office when needed.

Qualifications

• Bachelor's degree preferred.
• 1-2 years prior experience in experience services, hospitality, events, facility or property management and / or knowledge of commercial real estate or hospitality industry, preferred.
• Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner.
• Delivers results in a fast-paced environment with a record of accomplishment of initiative, integrity, and good judgment.
• Proficient skills in G-Suite
• Confluence, Jira, Coupa skills are a plus

Estimated total compensation ran for this position is :

48,100.00 - 75,732.80 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed.

An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location :

On-site -Mountain View, CA, San Francisco, CA

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
• Flexible and Remote Work Arrangements may be available

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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.

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Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

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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.