Client Experience Specialist

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.

Provides a high level of service and administrative support to clients, panelists, and associates. Enhances the client experience by creating a welcoming and inviting office atmosphere and providing concierge service. The CES might assist multiple RCs and is expected to collaborate with local management in regard to the general functions in support of the Resolution Center ("RC"). Serves as a mentor for other team members in the office and region. Handles front desk training and back office administrative support; assists with team and/or event coverage. Develops and manages relationships with vendors.

Responsibilities

• Provides professional concierge‑level client services, including client and neutral check‑in, room assignments, and overseeing front desk logistics.
• Assists associates, panelists, clients, and vendors, handling special needs and requests such as ADA accommodations for JAMS guests.
• Assists in the moderation of virtual and hybrid hearings, answers phones, and routes inquiries appropriately.
• Facilitates coordination of food and beverage service (cafés, snacks, beverages) and handles set‑up and breakdown of lunch buffets.
• Maintains a list of lunch and snack vendors aligned with JAMS’ expectations; researches potential vendors and snack varieties based on client needs.
• Adheres to welcome and after‑hours protocols and engages with JAMS panelists throughout the day.
• Provides technical support for on‑site cases in tandem with management and the Client Experience Virtual teams; supports panelists and clients with technological needs, troubleshoots inquiries, and coordinates tech set‑ups and logistics for in‑person and hybrid hearings.
• Liaises with the IT department for tech support and logistics.
• Acts as point of contact in the absence of the Manager, Client Experience; communicates with management regarding RC status, facility issues, panelist concerns, etc.
• Liaises with other departments for event planning, assists with cost‑containment practices, streamlines front desk procedures, and partners with management on safety plans and evacuation procedures.
• Contacts HR, in partnership with management, to seek clarification on JAMS workplace practices.
• Performs administrative tasks such as case management support, filings, mail preparation and distribution, data entry, document retention, and participates in projects and committees as designated.
• Maintains inventory, orders office supplies, and manages pick‑up and delivery services; monitors facility equipment (printers, coffee machines, postage machines, etc.).
• Serves as the safety response coordinator and on‑site contact for complex room requests.
• Ensures all new panelists are welcomed and oriented to the organization.
• Travels up to 15 % to RCs as assigned to assist with tech set‑up and training.
• Other duties as assigned within similar scope.

Qualifications

• High School diploma or equivalent (GED) – required.
• Bachelor’s Degree in Business, Business Administration, or related discipline – required.
• 4–6 years of experience in a comparable professional services environment – required.
• 4–6 years of experience in a legal and client service role – required.
• 1–3 years of experience (for internal candidates) as a Client Experience Coordinator or similar position to lead or mentor – required.
• Knowledge of all processes, procedures, and policies required to perform duties effectively – required proficiency.
• Computer literate and proficient in all software programs required for the position – required proficiency.
• Strong verbal and written communication skills – required proficiency.
• Ability to organize, prioritize, and manage multiple responsibilities in a fast‑paced environment – required proficiency.
• Ability to troubleshoot technical issues while working with remote IT support – required proficiency.
• Ability to operate virtual media software, connect to Zoom sessions, and connect audio calls to video calls – required 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 – plus proficiency.