Client Experience Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Manages the organization and scheduling of virtual alternative dispute resolution services, including check-ins and an overview/tour of the virtual platform.

• Remains present during sessions as needed to assist with breakout room management and witness coordination.

• Performs administrative duties such as case management support, inter-departmental assistance, data entry, and various ad-hoc projects.

• Answers main line calls from designated Resolution Centers and provides support for JAMS events with tasks that can be executed virtually.

• Ensures that panelists and clients are prepared to commence their sessions and offers continuous support, including responding to JAMS' hotline and troubleshooting technical issues during sessions held throughout the workday, as well as before and after normal business hours, when necessary.

• Adjusts and integrates new initiatives and protocols into daily tasks and responsibilities.

• Collaborates with management and the Talent Development team as supplementary trainers on virtual ADR platforms.

• Trains and organizes shadowing opportunities for associate moderators and panelists.

• Facilitates e-signature processes for settlement agreements during hearings, including outside of normal business hours.

• Conducts virtual technical sessions and provides basic Zoom training for clients.

• Performs additional duties as assigned within a similar scope.

⛳️ Requirements

• High School diploma or equivalent (GED).

• 2-3 years of experience in an administrative, clerical, or alternative dispute resolution role is preferred.

• 2-3 years of experience in a legal and client service role is preferred.

• 2-3 years of experience with Information Technology, audio, video, and video conferencing is preferred.

• Less than 1 year for internal candidates, proven track record as a Client Experience Coordinator is preferred.

• Proficient in all software programs essential for the position. (Required proficiency)

• Exceptional verbal and written communication skills. (Required proficiency)

• Ability to operate virtual media software, connect to Zoom sessions, and link audio calls to video calls. (Required proficiency)

• Prior experience with multimedia support (e.g., Zoom, HDMI connections to displays, Creston). (Required proficiency)

• Strong understanding of the legal industry and associated terminology. (Required proficiency)

🏝️ Benefits

• Comprehensive health insurance options.

• Retirement savings plan with company match.

• Opportunities for professional development and training.

• Flexible work schedule.

• Employee assistance programs.