Client Experience Coordinator

JAMS, Inc. • Boston, MA

79d

About The Position

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 provides a high level of concierge service and administrative support to internal and external clients. It involves maintaining the Resolution Center appearance and providing base-level case support, as well as assisting the Manager, Client Experience in supporting multiple Resolution Centers.

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
• 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. (Required proficiency)

Nice To Haves

• 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)

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.
• Coordinates 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.
• Coordinates 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 addressing safety plans and evacuation procedures.
• 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.

What This Job Offers

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