Client Services Coordinator

Arbitration Place • Full-time • Toronto, ON, CA • C$ 50k - C$ 65k / year • 1w ago

Arbitration Place is a state-of-the-art hearing centre and top international court reporting agency that houses some of the most renowned arbitrators in Canada and internationally. The caliber of our clients is high and so is the quality of our service; we take pride in going above and beyond what is expected.

These in person roles ensure that our clients and roster members receive concierge-level service and solutions aligned with Arbitration Place's commitment to excellence. The Client Service and Solutions Coordinator is responsible for contributing to quality and efficient day-to-day operations. Client Service Coordinators ensures the life cycle from incoming inquiry to proceeding completion is of superior quality and professionalism for our clients; our relationships mean everything to us.

Arbitration Place lives the ethos that every team member is both responsible to perform tasks and is also empowered to collectively take responsibility to lead and innovate. The Client Services and Solutions Lead, in synchronization with the Senior Team, ensures that each team member is coordinated in this work. They act as a working member of each team and as an escalation point.

Our leads play a critical role in delivering an amazing client experience while optimizing back-office proceeding logistics; we collectively ensure Arbitration Place is where hospitality, technology and legal expertise meet. The ideal Lead is able to stay calm under pressure and handle stressful situations with grace and professionalism.

Key Focus –

Coordination and administration of incoming client experience including inquiries, bookings, pricing.

Our Client Service Coordinators collaboratively fulfil responsibilities including:

Client Services Incoming Inquiries (Primary duty)

· Receive and enter bookings into the scheduling database

· Communicate with clients to ensure positive relationships, acts an expert for the client in all the of the services and ensures capture of unique booking requirements

· Create estimates and assist clients with questions and revisions

· Communicate specific bookings requirements with each area responsible for aspects in the Client Services and Support Team (Virtual, Onsite, Resourcing and Scheduling, Production, Legal)

Proceedings (Primary duty)

· Knowledgeable about the details of all bookings including special requirements

· Co-ordinate the flow of information among the relevant parties (clients, contractors, Toronto and Ottawa onsite, virtual services) to ensure that all bookings are professionally executed

· Maintain bookings reporting for the next day, current week and future months schedules

· Set up and conduct advance walk throughs and tests for special technical requirements

· Provide assistance and troubleshooting to clients as needed: video conferencing, teleconferencing, printer/photocopier, real-time transcription and audio/visual setups, etc.

· Assist to coordinate all audio visual proceeding set ups with supplier

· Follow up with recent bookings to obtain feedback and demonstrate customer appreciation

Concierge and Office Team (Secondary duty)

· Greet and welcome clients at the front desk, directing them to the appropriate service areas

· Establish and maintain concierge team schedule during office hours and after hours requirements

· Copy, print, bind documents, manage incoming mail, arrange couriers, accept deliveries

· Ensure tidy and professional facility (boardrooms, reception, kitchen, hallways)

· Coordinate after hours building access (elevators, HVAC), security passes and service elevator access

· Provide administrative support to member and resident roster members

· Ensure fully equipped kitchen facilities ensuing access to food and beverages for clients

· Ensure a varied menu and catering meets proceedings and client requirements

· Perform quality control on food, refreshment break offerings, hot and cold beverages, ensuring quality and presentation

· Assign and prepare proceeding rooms (layouts and basic technology)

Events (Secondary duty)

· Assist in coordinate logistics of each event, including all planning and setup, invitations and tracking RSVPs, greeting and signing in guests, and executing follow-ups

· Coordinate with external event planners and suppliers as required

· Set marketing and client relationship goals for each event and conduct post-mortems to evaluate the event’s success

All team members of Arbitration Place

· Establish and meet best-in-class standards

· Build strong relationships with roster members, contractors and clients

· Answer in-person, phone, and electronic inquiries, transfer calls and take messages

· Adhere to strict confidentiality guidelines in handling sensitive case information

· All administrative functions to ensure completeness and accuracy of information

· Maintain and sort group email inboxes ensuring prompt and professional response

· Establish and maintain standards and procedures manuals

· Identify areas for improvement to increase client satisfaction and quality of service

· Evaluate processes, technologies, systems and procedures to recommend and implement improvements to streamline daily operations, improve interdepartmental coordination, client response times, and increase service and product quality

· Stay informed about industry trends, relevant tools/softwares, and best practices

· Oversee new staff and contractor onboarding, training materials and orientation

· All staff collectively share scheduled responsibility to ensure access to exceptional service around a 24 hour clock as needed

Job Type: Full-time

Pay: $50,000.00-$65,000.00 per year

Benefits: