Case & Client Experience Coordinator

JAMS; Riverside (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

JAMS in Riverside, CA is seeking a legal administrative assistant to support the case management team across the case lifecycle. You will coordinate logistics for hybrid hearings, provide concierge-level service to clients and panelists, and assist in daily office operations.

The ideal candidate has a Bachelor's degree, 2-4 years in a legal admin role, strong communication skills, and proficiency with standard software. Familiarity with ADR processes is a plus.

Qualifications

• Bachelor's degree in related discipline is preferred.
• 2-4 years of working in a legal administrative or assistant role is required.
• 2-4 years of working in legal and client service role is a plus.
• Proficiency in ADR processes and procedures is preferred.
• Knowledge of Panelists’ practice preferences in the local Resolution Center is preferred.
• Computer literate and proficient in software programs required for the position.
• Verbal and written communication skills are required.

Responsibilities

• Supports Case Managers, clients and Panelists throughout the entire life cycle of a case.
• Communicates with Case Managers and local managers to discuss case issues; covers Case Manager’s desk when appropriate.
• Provides concierge-level client services (e.g., check-ins, room assignments, front desk logistics) and assists in hearings moderation.
• Coordinates hybrid hearings (logging conference rooms, panelists and clients into online sessions) and tech support.
• Manages administrative tasks, mail, document retention, and supplies; supports additional projects as designated by management.
• Provides touchpoints to clients to ensure Resolution Center readiness to satisfy client needs.
• Maintains facilities and coordinates with building management and security.

Skills

Communication skills

Computer literacy

Administrative support

ADR knowledge

Education

Bachelor's degree in related discipline

Job description

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 support to the case management (CM) team to develop and administer Panelists' practices. Coordinates case administration and case management within the case management team. Provides a high level of concierge service and administrative support to internal and external clients. Maintains Resolution Center appearance and provides base-level case support; Assists the Manager, Client Experience in supporting multiple Resolution Centers. Performs all tasks accurately and with an appropriate sense of urgency.

Responsibilities

What you will do

• Supports Case Managers, clients and Panelists throughout the entire life cycle of a case. Communicates and meets with the Case Managers and local managers to discuss case issues. Serves as Case Manager apprentice on mediations and is competent to cover a Case Manager’s desk in their absence when appropriate.
• 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, provides administrative support for Case Managers and Panelists.
• 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.
• 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.
• Coordinates food and beverage service (e.g., cafés, snacks, and beverages), restocks, cleans, and oversees the set-up and breakdown of lunch buffets.
• Other duties as assigned within similar scope.

Qualifications

• Bachelor's Degree in a related discipline. Preferred
• 2-4 years of working in a legal administrative or assistant role. Required
• 2-4 years of working in legal and client service role. Plus
• Proficiency in all ADR processes and procedures. (Preferred proficiency)
• Knowledge of Panelists’ practice preferences in the local Resolution Center (RC). (Preferred proficiency)
• Computer literate and proficient in all software programs required for the position. (Required proficiency)
• Verbal and written communication skills. (Required proficiency)