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. Resource Coordinators are the liaison between Clients and Resources (contractors) that are pivotal in the conduct of legal proceedings supported and hosted by Arbitration Place. This role involves scheduling court reporters and assigning resources to jobs, requiring a keen understanding of complex logistical variables and considerations. The ideal candidate will balance administrative tasks with the cultivation of strong relationships with our network of resources, ensuring that each assignment aligns with individual strengths and client needs. Responsibilities include coordinating schedules, managing conflicts, communicating effectively with court reporters, and providing support in a fast-paced environment that is ever-shifting. Strong organizational skills, an ability to adapt to changing priorities, and excellent interpersonal communication are essential for success in this dynamic role. This small team works collaboratively to exceed client and resource needs around the clock, including after business-hours correspondence and emergency response on evenings and weekends.
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.
Key Focus – Primary Duties
- Daily interactions with Resources (to include court reporters, Digital Monitors, Scopists, Virtual Case Managers, Legal Videographers, interpreters, and other Arbitration Place contractors) by phone, email and in person
- Relationship development and loyalty engagement of both new and existing reporters
- Building and pulling reports to assess operational tempos for purposes of planning and scheduling
- Docketing resource time into accounting software accurately and in a timely manner
- Scheduling and resource allocation to client bookings, balancing resource availability, seniority, client needs, preferences, and overall organizational success;
- Problem solving and extrapolation of complex variables as they apply to resource allocation and operational needs;
- Data entry, general supporting administration;
- Answers in-person, phone, and electronic inquiries; transfers calls and takes messages. High urgency communication and responsiveness;
- Triage and prioritize multiple urgent needs;
- Complete general admin duties as required
- Comply with all company processes and make recommendations to streamline and simplify business processes if/where applicable
- Reporting based on organizational objectives on resource utilization, costs, and ongoing areas of improvement or risk and cost mitigation.
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. The available position will work a staggered work day to cover afternoon and evening hours, and shares 50% of the after-hours on-call duties on weekends.
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care
Application question(s):
- Describe your experience in a luxury or Gold Standard operation/client base.
Experience:
- Administrative: 3 years (preferred)
- Client Relations: 3 years (preferred)
Location:
- Toronto, ON M5H 2R2 (required)
Work Location: In person
