Client Services & Solutions Manager and Coordinators

Client Services & Solutions Manager and Coordinators Location Toronto, ON :

LOCATION: Toronto

JOB SUMMARY:

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. If you are passionate about contributing to the growth of an organization, are ready to roll up your sleeves and thrive on teamwork, we'd love to hear from you.

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 Manager is responsible for contributing to quality and efficient day-to-day operations. Client Service Coordinators ensure 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 Manager, 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 coordinators 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 candidate is able to stay calm under pressure and handle stressful situations with grace and professionalism.

Whether you are looking for the next step in your Client Service journey as a Coordinator or, your experience and aptitudes lend themselves to our Manager role, we want your cover letter to reflect back to us how your expertise will serve our clients, add positivity and excellence to our incredible team, your salary range expectations and your ideal start date. You will also receive a call from Indeed with 3 questions; applicants who complete these questions will be considered.

RESPONSIBILITIES - Our team collaboratively fulfills responsibilities including:

Concierge and Office Team

· 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)

Client Services

· 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

Resourcing and Scheduling

· Monitor and verify all bookings including changes to match resources to requirements

· Prepare and update resource schedules ensuring appropriateness of assigned contractors

· Maintain and update contractor availability for and preferences

· Coordinate schedules with Production team

· Arrange and coordinate services such as interpretation, videography, audio visual technicians, equipment and alternate locations

· Identify and ensure contractors have or obtain required certifications and security clearances

· Arrange travel, related itineraries, and reservations for contractors and service providers

Proceedings

· 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 offices) 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.

· Coordinate all audio visual proceeding set ups with supplier

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

Events

· Creation and roll-out of the annual event schedule

· 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

Virtual services team

· Coordinate and manage the technical aspects of virtual proceeding activities

· Manage scheduling of virtual case managers, streamers, broadcasters and others

· Ensure technical excellence of proceedings and virtual staff

Production team

· Provide information and estimates in relation to transcript order requests and answers related reporter/contractor inquiries

· Process and document incoming audio transcript requests and transcript order quotations

· Monitor transcript production team workload and client delivery deadlines including expedite requests

· Perform a variety of transcript editorial duties, formatting and revising transcripts in preparation for final distribution in accordance with multiple format requirements

· Prepare final transcript orders ensuring quality and accuracy

· Responsible for printing, binding and electronic and hard copy delivery of transcripts (in-house or outsourced) within prescribed time frames

· Convert transcript files to the electronic formats and store and retain all transcript files and conversions for future accessibility

· Document delivery dates and page/word counts to ensure accuracy of transcriptionist and reporter compensation

All team members

· 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

QUALIFICATIONS

ALL APPLICANTS

Demonstrated excellence in delivering professional services with client focus

Strong administrative experience; comfort with technology and software

EXPERIENCE - COORDINATOR APPLICANTS

Minimum 3 years experience in a professional services environment or equivalent, demonstrating progressive growth

Proven skill in delivering an exceptional client experience internally and externally

Stellar communication and professionalism required

EXPERIENCE - MANAGER APPLICANTS

Post-secondary degree in business administration, marketing, or related field

Minimum 3-5 years of experience in client relationship management, specifically with a focus on client acquisition and retention

Experience managing an office/establishment in the professional services industry is preferable

A proven track record of success in coordinating with various stakeholders (e.g., clients, staff, vendors, contractors) and managing the logistics and flow of information to ensure seamless operations

Event planning expertise, including coordinating with external contractors, vendors, and PR firms

SKILLS AND ABILITIES - ALL APPLICANTS

Energetic self-starter; takes initiative to identify areas for improvement, with a focus at all times on client satisfaction

Strong relationship-building and networking skills

High level of professionalism, tact, and diplomacy

Superior critical-thinking and problem-solving skills

Ability to perform under pressure and apply critical problem-solving skills proactively and in the moment

Excellent verbal and written communication skills

Intellectually curious, proactive in staying current on industry trends and conducting market research

Comfortable with learning new technology and troubleshooting technical issues

Comfortable using Microsoft Office products (Outlook, Word, Excel, PowerPoint)

Other personal attributes include: client-focused, friendly, organized, detail-oriented, flexible, team player

Job Type: Full-time

Pay: $55,000.00-$85,000.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus pay

Work Location: In person

Expected start date: 2024-05-27