Client Experience Coordinator

Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

Summary

The Client Experience Coordinator is a key member of the firm’s First Impressions Team (“FIT”), which acts as a brand ambassador by creating memorable and impactful experiences to the firm’s clients and guests. This role is responsible for cultivating a welcoming atmosphere that aligns with the Firm’s values, vision and goals.  The Client Experience Coordinator works closely with teams handling meeting and event logistics, such as conference room bookings, catering, conference technology, IT, and facilities services. This ideal candidate is a high-performing, enthusiastic individual who excels at delivering exceptional client service While adhering to the firm’s processes and procedures. An in-office presence is required for this position.

Job Responsibilities

CLIENT SERVICE
Ensure a professional and welcoming environment, collaborate with organizers and guests for a seamless experience, respond promptly to requests, and build strong relationships with key partners. 

• Maintain a professional and welcoming atmosphere in reception, meeting/event and visitor office spaces.
• Build and maintain effective working relationships, including with local hotels and restaurants..

EVENT COORDINATION
Oversee client and internal meeting coordination, ensuring all logistical details are managed, including setup, a/v, catering and guest requirements.  Serve as a key contact for events, provide real-time support and monitor meetings to address issues promptly.  Maintain visitor office reservations, track charges, and review invoices.  Regularly review reports, suggest process improvements, and assist with events as needed.

• Serve as main contact or additional contact for client services and events, internal meetings, and marketing events as needed.
• Assist and attend the day/evening events as required.
• Inspect conference rooms to ensure proper setup and equipment placement, coordinating with catering services and maintenance teams.

COMMUNICATION
Communicate professionally and courteously across various channels, seek guidance when needed, and escalate issues appropriately. 

• Interact effectively and courteously, in person, by telephone, and in writing with attorneys, supervisors, co-workers, and other business professionals.

• Seek guidance when necessary and express thoughts clearly, accurately, and concisely.
• Escalates issues to the Operations Manager and/or Director of Administration.

TECHNOLOGY
Leverage firm technology, including conference room software, to manage responsibilities, generate reports and analyze usage.

RECEPTION
Provide reception coverage as needed, coordinate training for new team members, manage overtime scheduling, and support operations.  Maintain a professional image and assist with special projects.

• Provide FIT coverage during business hours, meetings, events, or absences as needed.

Knowledge, Skills and Abilities

• 5+ years of experience in reception, office support or customer service preferred.
• Proficiency in conference/meeting software and Microsoft Office; familiarity with A/V conferencing, Eams and Zoom is a plus.
• Strong service skills, professionalism under pressure, and ability to communicate with tact.
• Highly organized with attention to detail, confidentiality, and ability to manage multiple deadlines. 
• Experience with Kastle Visitor Management System, C-CURE 9000, and/or EMS (Event Management System) is beneficial.  
• Willingness to adjust work schedule and work overtime outside regular work hours as required.
• Ability to stand for expended period and be mobile within the Firm’s workspace.
• Ability to safely lift, move and carry items weighing up to 25 lbs without assistance.
• Visual acuity sufficient to perform job functions.

Education

The position requires an associate’s degree or equivalent. Equivalent experience may substitute for education.

Experience

This position requires at least five (5) years of relevant direct experience demonstrating the necessary knowledge, skills, and abilities. Experience in a legal or corporate environment is a plus.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package. Our benefits include healthcare, vision, dental, retirement, and all-purpose leave and progressive options such as back up childcare, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. The salary range for this position is $47,000-$57,000. Additional compensation may include a discretionary bonus. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

EOE m/f/d/v
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