Client Experience Coordinator

Overview

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 position is fully onsite — not remote or hybrid.

Responsibilities

• 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 and routes inquiries as appropriate.
• Captures 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 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.
• Captures food and beverage service (e.g., cafés, snacks, and beverages), restocks, cleans, and oversees the set-up and breakdown of lunch buffets.
• 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.
• ASSISTS MANAGEMENT WITH ADDITIONAL PROJECTS AND PARTICIPATES IN COMMITTEES AS DESIGNATED BY THEIR MANAGER.
• CONTACTS THE HR DEPARTMENT, IN PARTNERSHIP WITH MANAGEMENT TO SEEK CLARIFICATION ON ANY OF JAMS WORKPLACE SAFETY PRACTICES.
• PROVIDES SUPPORT TO ASSIGNED RESOLUTION CENTER AND SERVES AS A RESOURCE TO CLIENT EXPERIENCE TEAM.
• OTHER DUTIES AS ASSIGNED WITHIN SIMILAR SCOPE.

Qualifications

• A High School diploma or equivalent (GED).
• 2-3 years of working in an administrative, clerical, or alternative dispute resolution role.
• Preferred 2-3 years of working in a legal and client service role.
• Preferred 2-3 years of working with Information Technology, audio, video, and video conferencing.
• Preferred Computer literate and proficient in all software programs required for the position.
• (Required proficiency) Ability to organize, prioritize, and manage multiple responsibilities and tasks in a quick-paced environment.
• (Required proficiency) Verbal and written communication skills.
• (Required proficiency) Ability to troubleshoot technical issues while working with remote IT support.
• (Required proficiency) Ability to operate virtual media software, connecting to Zoom sessions, and connecting audio calls to video calls.
• (Plus proficiency) Prior experience with multimedia support (e.g. Zoom, HDMI connection to display, Creston).
• (Plus proficiency) Ability to proactively verify and test existing A/V equipment.