Case & Client Experience Coordinator

Responsibilities

• Supports Case Managers, clients and Panelists throughout the entire life cycle of a case.
• Communicates and meets with the 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).
• Affords administrative support for Case Managers and Panelists.
• Congresses and moderates hybrid hearings, answers rollover calls and routes inquiries as appropriate.
• 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 as necessary.
• Assists on additional projects and participates in committees as designated by their manager.
• Provides touchpoints to clients as instructed by management to ensure that their local Resolution Center (“RC”) is prepared to satisfy the clients’ needs.
• Maintains facilities, including liaising with building management, security and janitorial staff.
• Presents 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.

Qualifications

• Bachelor's Degree in a related discipline.
• Preferred 2-4 years of working in a legal administrative or assistant role.
• Required 2-4 years of working in legal and client service role.
• Plus proficiency in all ADR processes and procedures. (Preferred proficiency)
• Knowledge of Panelists’ practice preferences in the local Resolution Center (RC). (Preferred proficiency)
• Computer literate and proficient in all software programs required for the position. (Required proficiency)
• Verbal and written communication skills. (Required proficiency)