Client Services Coordinator
A&O Shearman

Role Purpose
The Front of House Client Services Coordinator will execute all activities in Reception and Conference Services, Office Services and Event Planning in the Los Angeles office. They will act as an on-site concierge to the Los Angeles office, providing high level customized service to meet the distinct needs of both internal and external clients. They are a firm ambassador representing the A&O brand, it's culture and values. The Client Services Coordinator is first point of contact for visitors and employees upon entering our suite. Responsibilities include greeting clients, management of incoming calls and oversight of the conference space. This requires collaborating with A/V Support and business teams/staff (Catering, Facilities, Office Services and IT) as meetings and events are scheduled. Front of House fulfills visitor office requests, processes vendor invoices, composes office-wide announcements related to local happenings, coordinates logistics for office events or projects and provides after hours support for social functions and receptions. This role will provide on-site front desk coverage from Monday through Friday, from 9:00am - 5:30pm PT.

Key Relationships

• Partners / Counsel / Associates
• Shared Service teams
• Colleagues in other offices in the firm's network
• External clients

Role and Responsibilities
Front of House Functions

• Greet and assist onsite guests with a positive, helpful attitude, providing them with a professional welcome, going above and beyond on their service approach
• Monitors the Front of House Reception mailbox and responds promptly to emails; works directly with the Office Supervisor to ensure needs are anticipated, communicated and handled promptly and efficiently
• Manages conference room bookings using Condeco, the conference room reservation software, and ensures that all aspects of conference room reservations are completed, (and adjusted as needed), with relevant and accurate information to facilitate successful meetings
• Coordinates planning of all conference room services related to office meetings and events, including coordination with Catering, Network Support and other departments
• Monitors conference rooms to ensure cleanliness, preparedness, and timeliness of room set ups, food services and audio/visual services
• Adds guest names to building security to allow entry and updates visitor/employee keycard information in security software
• Handles calls, screening and directing calls to the appropriate persons
• Proactive management of emails, using initiative to route emails to the appropriate individuals for swift response and action, ensuring that tasks are followed up
• Works collaboratively with Building Management to schedule office repairs, place vendors on the visitor list and furnish Certificate of Insurance as needed
• Set up visitor offices as well as assist with their requests such as booking restaurants, cars, etc.
• Ensures all departmental forms and logs are completed accurately and thoroughly
• Assists with challenges when they arise and, when necessary, escalates to the Office Administrator
• Assists Office Administrator with miscellaneous and last-minute projects

Office Admin Functions

• Handles supply procedures and ensures firm purchasing standards are followed, including sufficient inventory control and cost-effective purchases
• Monitors floor environment of the office (i.e. file allocation, maintenance/condition of desks and work areas, etc.)
• Coordinates office activities and operations in compliance with firm policies and in such a way as to promote a positive work environment
• Assists with on-boarding new hires (e.g., ensure IT set up and otherwise prepare office space for new hires)
• Coordinates with office-related vendors
• Coordinates internal and external events
• Processes invoices for local services.

Audio Visual Support

• Assists in booking virtual or in office Teams, Webex, and Zoom meetings for internal and external clients
• Performs tests in advance of scheduled meetings
• Assists with onsite technical support for the teleconferences and webinars

Back of House Functions

• Client meetings assistance such as copying/scanning/faxing, client interaction and team support
• Ensures mail/packages are processed per firm protocols
• Set up and breakdown of food and beverages in conference rooms
• Cleaning and disinfection of conference rooms after meetings have concluded
• Maintain internal pantries and execute services including cleaning and disinfection, product stocking, rotation and upkeep of beverage equipment
• Coordinate facilities repairs with relevant vendors
• Cleans, refills toner, and maintains in good working condition all copier and fax machines. Reorder supplies when they are low
• Refills paper in all copiers, faxes and printers
• Copies, binds, laminates, etc. all documents, case files or other materials as requested, striving to maintain a consistent, high level of quality
• Sends, receives, and processes faxes by scanning them; makes sure they are delivered to recipients in timely fashion. Double-checks to whom faxes are to be sent -- for example, for some recipients, their faxes should always also be sent to their secretary and/or paralegal
• Handles attorney and professional staff inquiries and requests requiring the assistance and services of the Office Services Department

Key Requirements

• Minimum of 3 years of experience in an office support role
• Minimum of 2 years of law firm experience
• Bachelor's degree preferred
• Strong working knowledge of MS Office 365 including Word, Excel, PowerPoint and Outlook with the ability to learn new software and operating systems
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs including the ability to work overtime
• Display strong organization skills and flexibility to juggle multiple demands
• Demonstrate strong attention to detail and produce high quality / accurate work
• Demonstrates exceptional customer service skills
• Demonstrates effective interpersonal and communication skills, both verbally and in writing
• Ability to handle multiple projects and shifting priorities
• Ability to handle sensitive matters and maintain confidentiality
• Ability to organize and prioritize work
• Ability to proactively resolve issues and demonstrate a high level of client service
• Ability to work well under pressure, meeting deadlines and adapting to change
• Ability to work well independently as well as effectively within a team
• Show a proactive approach to tasks and situations
• Build successful relationships with fee earners to add value to the deal team
• Ability to work on-site 5 days per week

Who We Are Looking For

• Maintain tact and diplomacy, trust and confidentiality
• Exhibit strong professional communication skills, both oral and written
• Demonstrate a positive attitude in all aspects of the role, taking personal responsibility and ownership
• Have an positive approach to change and adapt to changing requirements
• Take responsibility for own development to improve performance
• Take responsibility for ensuring personal development and IT skills are maintained and improved

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