Client Service and Solutions Manager: $85k/year

Our client, a professional services company in the legal industry (specifically arbitration), has a need for an experienced Client Service and Solutions Manager.

If you have thorough experience managing a Client Service team in a professional services environment, and are looking for an opportunity to grow within a reputable company who is equally as committed to pouring into your success, this may be for you! With the high stress of domestic and international legal proceedings, our client goes the extra mile to arrange facilities and holistic services to meet and exceed their clients’ expectations.

They boast a renowned roster of resident and member arbitrators, and offer complete services including hearing rooms, concierge-level administrative services, stenographic court reporting, experienced interpreters and translators, and in-house legal counsel available to serve as clerk or secretary to tribunals.

About the Role

The Client Service and Solutions Manager is responsible for contributing to quality and efficient day-to-day operations.

The Client Service Team ensures the life cycle from incoming inquiry to Proceeding completion is of superior quality and professionalism for clients;

the company’s relationships mean everything to them. 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. In this fast-paced and dynamic company, each team member is professional, individually driven and takes pride in accomplishments individually and as a team.

The Client Service Team plays a critical role in delivering an amazing client experience while optimizing back-office proceeding logistics.

They stay calm under pressure and handle stressful situations with grace and professionalism.

RESPONSIBILITIES The team collaboratively fulfils responsibilities including :

Concierge and Office

• 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

Experience

• Post-secondary degree in business administration, marketing, or related field
• Minimum 3-5 years of experience in client relationship management in professional services, 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
• Demonstrated excellence in delivering professional services with client focus
• Strong administrative experience; comfort with technology and software

Skills and Abilities

• 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

About Staff Shop

Staff Shop Inc. is a privately held Canadian-Indigenous-Women owned staffing and essential resource firm servicing Canada I USA I Caribbean as an award-winning diverse supplier, certified with CCAB, CAMSC, WBE & WEConnect.