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JAMS · 1 month ago

Case and Client Experience Coordinator

Philadelphia, PA

Full-time

Onsite

Entry, Mid Level

2+ years exp

JAMS is a company that values collaboration, innovation, and dedication, seeking to enhance client experiences. The Case and Client Experience Coordinator provides concierge-level client services, supports case managers throughout the case lifecycle, and coordinates administrative tasks to ensure smooth operations within the Resolution Center.

Business Development

Comp. & Benefits

Responsibilities

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