Client Experience & Facility 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 OverviewProvides 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 CEFS might assist multiple Resolution Centers and is expected to collaborate with local management and the National Facilities Team regarding the general functions in support of the RC. Serves as a mentor for other team members locally and regionally. Leads local technology support and assists with team and/or event coverage. Develops and manages relationships with vendors.

Responsibilities

• Provides professional concierge-level client services (e.g., assists with client and neutral check-in, cross-checks room assignments, and oversees front desk logistics and responsibilities). Assists associates, panelists, clients, and vendors, including handling special needs and requests such as ADA accommodations for JAMS guests. Adheres to the RC's welcoming and after-hours protocols and engages with panelists throughout the day.
• Serves as the point of contact for room rental requests, facilitating the process from start to finish. Coordinates with outside vendors for A/V setup and provides technical support, including managing video conferencing requests.
• Provides technical support for on-site cases in tandem with the management and the Client Experience Virtual teams. Supports panelists and clients with technological needs; addresses assistance requests and troubleshoots inquiries throughout the day. Coordinates tech set-ups and logistics for in-person and hybrid hearings. Liaises with the IT department for tech support and logistics.
• Acts as the point of contact in the absence of the Manager, Client Experience. Communicates with management regarding the general status of the RC and region, facility issues, panelist concerns, etc. Liaises with other departments as it relates to event planning; assists with cost-containment practices, streamlines front-desk procedures, and partners with management to address safety plans, evacuation procedures, etc. Contacts the HR department, in partnership with management, to seek clarification on any JAMS workplace-related practices. Meets frequently with Facility Managers companywide to discuss client service and best practices. Leads facility-related communications with local management, associates, and panelists.
• Acts as the RC's liaison with building management, including submitting service requests, notifying them of on-site events, and coordinating setup and breakdown logistics. Informs associates and panelists of scheduled maintenance and fire drills, and supports client inquiries when these events arise.
• Maintains inventory and orders office supplies. Monitors facility equipment and overall office upkeep (e.g., conference rooms A/V, printers, coffee 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.
• Other duties as assigned within a 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)

• 15% Occasional travel to RCs as assigned by manager to assist with tech set up and training.