Client Experience Coordinator, Virtual

What You Will Do

• Oversees the set-up and scheduling of virtual alternative dispute resolution services, check-ins, and overview/tour of the virtual platform.
• Stays on sessions all day, when warranted, to facilitate breakout room management and witness management.
• Completes administrative tasks, including case management support, cross-departmental assistance, data entry, and ad-hoc projects.
• Responds to main line calls from select Resolution Centers and supports JAMS events with tasks that can be handled virtually.
• Ensures panelists and clients are ready to start their sessions and provides ongoing support, including answering JAMS' hotline, troubleshooting technical issues live on sessions held throughout the work day as well as before and after normal business hours, as necessary.
• Adapts and incorporates new initiatives and protocols on daily tasks and responsibilities.
• PARTNERS WITH MANAGEMENT AND THE TALENT DEVELOPMENT TEAM AS AN AUXILIARY TRAINERS ON VIRTUAL ADR PLATFORMS.
• Trains and sets-up shadowing opportunities for associate moderators and panelists.
• FACILITATES E-SIGNATURE PROCESSES FOR SETTLEMENT AGREEMENTS ON HEARINGS, INCLUDING AFTER NORMAL BUSINESS HOURS.
• Conducts virtual technical sessions and basic Zoom training for clients.
• Other duties as assigned within similar scope.

Qualifications

• High School 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.
• Less than 1 year for internal candidates, proven ability as a Client Experience Coordinator.
• Preferred Computer literate and proficient in all software programs required for the position.
• (Required proficiency)
• Preferred Excellent verbal and written communication skills.
• (Required proficiency)
• Preferred Ability to operate virtual media software, connecting to Zoom sessions, and connecting audio calls to video calls.
• (Required proficiency)
• Preferred Good understanding of the legal industry and terminology.
• (Required proficiency)