Case & Client Experience Coordinator

About the role

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you. This role provides support to the case management (CM) team to develop and administer Panelists' practices, coordinates case administration and case management within the team, and delivers high-level concierge service and administrative support to internal and external clients.

Responsibilities

• Supports Case Managers, clients, and Panelists throughout the entire life cycle of a case.
• Communicates and meets with Case Managers and local managers to discuss case issues.
• Serves as Case Manager apprentice on mediations and is competent to cover a Case Manager’s desk in their absence when appropriate.
• Provides professional concierge-level client services (e.g., client and neutral check-in, room assignments, front desk logistics, and responsibilities).
• Assists in the moderation of hybrid hearings, answers rollover calls, routes inquiries, and provides administrative support for Case Managers and Panelists.
• Coordinates hybrid hearings (e.g., logging conference rooms, panelists, and clients into online sessions).
• Supports all clients with technological needs, addresses assistance requests, and troubleshoots inquiries throughout the day.
• Liaises with the IT department for tech support and logistics.
• Performs administrative tasks, prepares and distributes mail, maintains document retention, and ensures supplies are available for internal and external clients.
• Assists on additional projects and participates in committees as designated by their manager.
• Provides touchpoints to clients as instructed by management to ensure the local Resolution Center (“RC”) is prepared to satisfy clients’ needs.
• Maintains facilities, including liaising with building management, security, and janitorial staff.
• Partners with management to address facility issues, including but not limited to repair requests.
• Coordinates food and beverage service (e.g., cafés, snacks, and beverages), restocks, cleans, and oversees the set-up and breakdown of lunch buffets.
• Other duties as assigned within similar scope.

Requirements

• Bachelor's Degree in a related discipline.
• 2-4 years of working in a legal administrative or assistant role (preferred).
• 2-4 years of working in a legal and client service role (required).

Skills

• Proficiency in all ADR processes and procedures (preferred).
• Knowledge of Panelists’ practice preferences in the local Resolution Center (RC) (preferred).
• Computer literate and proficient in all software programs required for the position (required).
• Strong verbal and written communication skills (required).