Client Experience Coordinator Virtual

JAMS, Inc.

75d

About The Position

Provides a professional online presence and hosts virtual Alternative Dispute Resolution ("ADR") services on various platforms by assisting with various aspects, including but not limited to working in collaboration with the Virtual Client Experience Manager, case management teams, and panelists, to ensure clients receive the necessary support to meet the global standard of exemplary client service.

Requirements

• High School or equivalent (GED). Required
• 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
• 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)
• Excellent verbal and written communication skills. (Required proficiency)
• Ability to operate virtual media software, connecting to Zoom sessions, and connecting audio calls to video calls. (Required proficiency)
• Prior experience with multimedia support (e.g. Zoom, HDMI connection to display, Creston). (Required proficiency)
• Good understanding of the legal industry and terminology. (Required proficiency)

Responsibilities

• 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.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 251-500 employees