Customer Service

hace 2 semanas

Heredia, Costa Rica JLL A tiempo completo

**JLL supports the Whole You, personally and professionally.**

The Customer Experience Supervisor will be responsible for developing a best-in-class, employee facing communications and customer service program for a large corporate client. This position will work closely with the Commute Program Managers and will supervise a team of Customer Experience Representatives. This team will leverage commute software to manage parking programs and develop and manage all front-line communications related to commuting, ensuring helpful, friendly, timely and accurate delivery of information.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week
- Supervise and lead a team of customer experience representatives in the development of a best-in-class customer service program.
- Develop and maintain best practices for effectively communicating commute options to employees, contributing to the program’s overall goal of reducing drive-alone commute trips.
- Develop standardized training and onboarding processes to optimize the integration of new team members and continuously enhance these programs to meet evolving company needs and industry standards.
- Coach and develop all team members to become SMEs in all things related to employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options.
- Clearly communicate, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership and front-line employees
- Manage employee communication channels to respond to and resolve high-visibility parking related escalations in a fast-paced and demanding environment
- Manage components of a monthly parking program; request processing, parking device distribution, cancellation, device collection; Track and report pass utilization and distribution on a monthly basis
- Communication with parking garage management to implement best practices and drive continuous improvement
- Conduct ongoing training and review to ensure communication best practices are followed.
- Schedule presentations, FAQs, and other events as dictated by customer inquiries.
- Develop and maintain comprehensive, accurate, and coherent intranet content and other communications.
- Use quantitative measures to ensure metrics are tracked, program targets are met, and the program passes all internal and external audits.
- Partner with internal teams to understand and communicate all commute-related benefits and subsidies.
- Develop creative ways to disseminate information and ensure employees are aware of their benefits.
- Develop an understanding of commute benefit platforms to ensure content integration with client systems and platforms.

**ADDITIONAL SUPERVISORY RESPONSIBILITIES**
- Recommend staff recruitment, selection, promotion, advancement, corrective action and termination as needed.
- Plan and monitor appropriate staffing levels and utilization of labor, including overtime.
- Prepare and deliver performance appraisal for staff.
- Mentor and coach team members to further develop competencies.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION AND EXPERIENCE**
- Enthusiasm for / interest in sustainable transportation
- AA/AS
- 2+ years of experience working in transportation demand management, communications, customer service or related field where relevant skills can be demonstrated
- Program management and program development experience
- Demonstrated ability to coach and manage a team, and provide leadership that inspires a team to excel in a demanding environment.
- Demonstrated ability to draft timely, clear and professional communications
- Ability to proactively identify process and program improvements and make recommendations
- Intellectual curiosity and a desire for continuous improvement
- Proven team leadership experience

**CERTIFICATES AND/OR LICENSES**
- None required.

**COMMUNICATION SKILLS**
- Excellent written and verbal communication skills.
- Strong organizational and analytical skills.
- Ability to provide efficient, timely, reliable and courteous service to customers.
- Demonstrated ability to draft clear communications and communications plans.
- Experience building consensus across a diverse range of stakeholders and driving complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment.
- Experience working in a call center environment
- Strong public speaking skills and the ability to lead short but effective meetings

**FINANCIAL KNOWLEDGE**
- Requires general knowledge of financial terms an

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