AM&E Customer Support Coordinator

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

What this job involves:

As an AM&E Customer Support Coordinator at JLL, you will serve as a key strategic member of the Global Events & Meeting Services team, delivering exceptional customer service and driving elevated customer experiences across our Amazon Meetings & Events program. This dynamic role combines customer service excellence with events industry expertise, requiring you to work cross-functionally to drive results, efficiencies, and exceed internal customer expectations. You will play a crucial role in JLL's commitment to delivering transformative workplace solutions by providing consultative, collaborative support that builds relationships and influences decision-making while converting new customers into our comprehensive Global Events and Meeting Services program.

What your day-to-day will look like:

Manage emails, tickets, and M&P queues daily while coordinating with Amazon Meetings and Events Team Members to address inquiries and resolve requests per SLA requirements

Provide customer-centric service ensuring re-confirmation with employees on resolutions before closing requests and completing labor requests for timely customer support

Participate in weekly Office Hours and training programs to maintain full understanding of assigned scope and incorporate feedback to improve performance

Resolve post-event tickets to ensure SLA compliance while providing daily support in shared inboxes following standard operating processes

Present and communicate effectively with various levels of internal customers and stakeholders in fast-paced, constantly evolving environments

Share experiences with team members to ensure continuous learning and growth while ensuring all required reports are shared during respective shifts

Follow consultative and collaborative approaches to build relationships that influence decision-making and exceed internal customer expectations.

Required Qualifications:

Bachelor's degree or equivalent experience in customer service, hospitality, or related field

Strong customer service skills with focus on providing prompt, courteous, and professional service

Excellent communication and presentation skills with ability to interact with various organizational levels

Proficiency in managing multiple communication channels including emails, tickets, and queue systems

Ability to work effectively in fast-paced, constantly evolving environments

Strong organizational skills with attention to detail and ability to meet SLA requirements

Experience with report generation and data management.

Preferred Qualifications:

Meeting and Event or Hospitality industry experience

Experience working in strategic meeting management (SMM) or centralized meeting/event programs

Knowledge of Meeting and Event technology tools and platforms

3rd-Party vendor/agency experience with direct customer interface

CMP (Certified Meeting Professional) or other industry certifications

International meeting and event experience

Experience with Amazon or large corporate meeting and event programs.

Location: Onsite

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. 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.

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 and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.