Client Experience Coordinator

JAMS, Inc.•Philadelphia, PA

1d•$43,700 - $57,400

About The Position

Provides high-level concierge service and administrative support to internal and external clients. Maintains the appearance of a Resolution Center and provides base-level case support. Assists the Manager, Client Experience in supporting multiple Resolution Centers.

Requirements

High school diploma or equivalent (GED).
Computer literate and proficient in all software programs required for the position.
Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast-paced environment.
Verbal and written communication skills.
Ability to troubleshoot technical issues while working with remote IT support.
Ability to operate virtual media software, connect to Zoom sessions, and connect audio calls to video calls.

Nice To Haves

2–3 years of experience in an administrative, clerical, or alternative dispute resolution role.
2–3 years of experience in a legal and client service role.
2–3 years of experience working with information technology, audio, video, and video conferencing.
Prior multimedia support experience, such as Zoom, HDMI display connections, or Crestron.
Ability to proactively verify and test existing audio/video equipment.

Responsibilities

Provide professional concierge-level client services, including client and neutral check-in, room assignments, and front desk logistics.
Assist with moderating hybrid hearings, answer rollover calls, and route inquiries appropriately.
Coordinate hybrid hearings by logging conference rooms, panelists, and clients into online sessions.
Support clients with technological needs, respond to assistance requests, and troubleshoot inquiries throughout the day; liaise with IT for technical support and logistics.
Perform administrative tasks, prepare and distribute mail, maintain document retention, and ensure supplies are available for internal and external clients.
Assist with additional projects and participate in committees as designated by the manager.
Provide client touchpoints as instructed by management to ensure the local Resolution Center is prepared to meet client needs.
Coordinate food and beverage service, restock supplies, clean, and oversee the setup and breakdown of lunch buffets.
Maintain facilities by liaising with building management, security, and janitorial staff; partner with management to address facility issues, including repair requests.
Assist management with safety plans and evacuation procedures, and contact HR with management to seek clarification about workplace safety practices.
Support the assigned Resolution Center and serve as a resource to the client experience team.
Perform other duties as assigned within a similar scope.