Client Experience Specialist

Overview

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.

 

A Brief Overview

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

What you will do

• Provides professional concierge-level client services (e.g., leads client and neutral check-in, roomassignments, and oversees front desk logistics and responsibilities). Assists associates, panelists, clients,and vendors including handling special needs and requests like ADA accommodations for JAMS guests.Assists in the moderation of virtual and hybrid hearings, answers phones, and routes inquiries asappropriate.
• Facilitates the coordination of food and beverage service (e.g., cafés, snacks, and beverages). Handles theset-up and breakdown of lunch buffets. Maintains a list of lunch and snack vendors whose quality isaligned with JAMS’ expectations. Researches potential vendors and snack varieties based on clientneeds/use. Adheres to the welcome and after-hours protocols and engages with JAMS panelists throughoutthe day.
• Provides technical support for on-site cases in tandem with the management and the Client ExperienceVirtual teams. Supports panelists and clients with technological needs, addresses assistance requests, andtroubleshoots inquiries throughout the day. Coordinates tech set-ups and logistics for in-person and hybridhearings. 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 managementregarding the general status of RC and region, facility issues, panelist concerns, etc. Liaises with otherdepartments as it relates to event planning; assists with cost containment practices; streamlines front deskprocedures; and partners with management to address safety plans, evacuation procedures, etc. Contacts theHR department, in partnership with management to seek clarification on any JAMS workplace relatedpractices.
• Performs administrative tasks (e.g., case management support, filings, etc.), prepares and distributes mail,conducts data entry, maintains document retention, and assists on other projects and participates incommittees as designated by their manager.
• Maintains inventory, orders office supplies, and manages pick-up and delivery services. Monitors facilityequipment (e.g., printers, coffee machines, postage machines, etc.).
• Serves as the safety response coordinator and the on-site contact when there is a complex room request.
• Ensures all new panelists are welcomed and oriented to the organization.
• Up to 15% travel to RC's as assigned by manager to assist with tech set-up and training.
• Other duties as assigned within similar scope.

Qualifications

• High School or equivalent (GED). Required
• Bachelor's Degree in Business, Business Administration, or related discipline. Plus
• 4-6 years of working in a comparable professional services environment. Required
• 4-6 years of working in a legal and client service role. Plus
• 1-3 years For Internal candidates, proven ability 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)
• Verbal and written communication skills. (Required proficiency)
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a quick-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)