Client Concierge

Summary

Serves as the first point of contact for clients and visitors, delivering a high-quality, professional experience at AAA hearing facilities. Manages front-of-house operations, ensures seamless execution of in-person hearings, and supports business development initiatives during non-hearing periods. This position is a fully-onsite position; candidates must within 125 miles of our Los Angeles, CA office.

About the Role

The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been named one of the 50 best non-profits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment.

Responsibilities

• Greet clients, arbitrators, mediators, and visitors; provide a professional, welcoming experience
• Anticipates client needs, delivers a polished and professional environment, and ensures a seamless and positive experience throughout all interactions
• Manage reception desk and serve as primary point of contact for client inquiries and on-site needs
• Assist with preparing and monitoring hearing rooms to ensure readiness, cleanliness, and proper setup
• Anticipate client needs during hearings (technology, catering, room adjustments, etc.)
• Troubleshoot issues in real time to ensure a seamless experience
• Liaise with case administration teams; coordinate and manage hearing room scheduling and readiness, answer client inquiries regarding AAA's services, filing procedures, and case administration
• Communicate with case managers and parties to manage in-person hearing logistics
• Participate in and track several regional and nationwide projects as directed by the Region's VP or SVP
• Support business development initiatives, including event coordination and client outreach
• Assist with preparation of marketing materials, presentations, and client communications
• Track leads, event participation, and BD activities as directed
• Provide administrative and logistical support for client-facing events and meetings
• Coordinate logistics for assigned regional training programs, meetings, and events
• Review and distribute incoming mail
• Ensure confidentiality of case information; adhere to AAA's information security and data privacy policies
• Understand and comply with AAA billing, disbursement, and collection policies
• Demonstrate regular, reliable, and predictable job attendance
• Attend on-site and in-person meetings and training sessions

Qualifications

Education & Experience: Bachelor's Degree in a legal or business-related discipline with 1–3 years of experience in a client-facing role such as customer service, hospitality, concierge services, event coordination, or professional services environment (e.g., law firm, corporate office, or B2B setting); Or equivalent mix of education and work experience.

Skills

• Exceptional interpersonal and communication skills, with the ability to engage professionally and confidently with high-level clients, arbitrators, and internal stakeholders
• Strong client service orientation with a proactive, solutions-focused approach to anticipating and meeting client needs
• Ability to manage multiple priorities in a fast-paced, client-facing environment while maintaining composure and attention to detail
• Strong organizational and coordination skills, including the ability to manage schedules, room logistics, and on-site activities seamlessly
• Demonstrated problem-solving ability, with the capacity to address issues in real time and escalate appropriately when needed
• Professional demeanor and presence, with sound judgment and discretion when handling sensitive or confidential information
• Proficiency in reading and interpreting various documents including legal files, business correspondence, and procedure manuals
• Ability to compose clear and effective routine reports and business communications
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and ability to quickly learn internal systems and technology used to support hearings and client interactions

Pay

Los Angeles, CA: $67,700 - $71,700

Benefits

Eligible employees participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

Schedule

The regular work schedule (100% on-site) for this position is 37.5 hours per week (Monday-Friday; daytime) and may require additional hours/overtime as necessary. Must occasionally lift and/or move up to 20 pounds.