Client Experience Coordinator

JAMS, Inc; Boston (MA); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated individual to provide high-level concierge services and administrative support. In this dynamic role, you will assist in managing hybrid hearings, coordinate client services, and ensure facilities are well-maintained. If you thrive in a fast-paced environment and have a passion for client satisfaction, this opportunity offers a chance to make a significant impact while working with a collaborative team. Join us to help create exceptional experiences for our clients and contribute to a culture of innovation and excellence.

Qualifications

• 2-3 years in administrative or client service roles preferred.
• Proficient in software and able to troubleshoot technical issues.

Responsibilities

• Provide concierge-level client services and support hybrid hearings.
• Coordinate food services and maintain facilities for client needs.

Skills

Administrative Support

Client Services

Technical Troubleshooting

Communication Skills

Organizational Skills

Education

High School Diploma or GED

Tools

Zoom

Audio/Video Equipment

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 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.

Responsibilities

What you will do

• 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.

Qualifications

• 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)
• 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)