Client Services (CS) Supervisor

New York, NY

Summary

The Client Services (CS) Supervisor will be a working supervisor in the Client Services department so that the department meets or exceeds performance standards and service levels.  This position will provide leadership and development to the Client Services Specialists, manage day-to-day service quality and continuous improvement, serve as an initial point of contact for customer/team complaints and assist the team in troubleshooting customer concerns.

The CS Supervisor will act as the IT/AV liaison, and will approve the escalation of AV/VC issues when necessary. Will assist in the analysis of support processes and problem-solving initiatives, monitors call intake and will track metrics for patterns and trends. 

Duties & Responsibilities

The CS Supervisor’s responsibilities will include:

• Creating and implementing an exceptional service standard for the front of house operations in the New York office.
• Supervising New York Client Service team, including hiring, development, coaching and performance evaluations of the Client Services team. Motivate team members and delegate as appropriate. Ensuring the New York staff is properly trained and has the necessary resources to effectively and consistently carry out their respective job functions.
• Monitoring, analyzing processes, performance and service levels in the New York office and implementing changes needed to facilitate the highest level of service. Utilizing process improvement, firm policy and provide leadership to the CS team to continuously improve the client services provided firm wide.
• Consulting with lawyers, staff and external clients to determine objectives and requirements for events such as meetings, depositions, closings, trainings and special events. Communicating capabilities and limitations to manage expectations and achieve quality results.
• Planning, coordinating and assisting the New York meeting and event activities to ensure all elements are fully functional in support of event requirements, including the development and reconciliation of event budgets.
• Planning and developing event agendas, logistical timelines, banquet event orders, and task assignments to ensure timely and accurate execution of services for New York office events (firm wide as needed). This includes but is not limited to audio visual, furniture configuration, catering, signage, décor, supplies, special needs requirements, registration, traffic flow, security access, rentals and storage.
• Overseeing activities and performance of New York food services vendors relating to catering, including service deliveries, menu creation, pricing structure, staffing, efficiency, quality, variety and overall customer satisfaction.
• Researching and resolving customer complaints and conflicts.
• Overseeing the maintenance and conditions of the aesthetic environment including common areas such as reception areas, pantries, storage, meeting rooms and visitor offices.
• Supervising the configuration, administration and maintenance of event scheduling software, corresponding website, and call center software packages.
• Producing financial and statistical metrics reports relating to Conference Services and the firm’s meeting activity for the DoA.
• Supervising Visitor Office reservation process and ensure inventory is maintained in order to meet firm standards.
• Reviewing vendor bills for accuracy, approving payment and interacting with vendors to negotiate and evaluate cost, services and options.
• Acting as the CS liaison with IT/AV, assisting in the resolution of technical issues affecting CS.
• Educating and training end users on the CS process, procedures and technology.
• Maintaining and reporting administrative records for attendance in accordance with the firm’s policy and procedures.
• Performs other tasks as assigned.
• Timely and regular attendance.

Requirements

• A bachelor’s degree strongly preferred.
• Three plus years of supervisory experience in a law firm or professional services firm working in conference/event planning and special events.
• Proficiency in Microsoft Office and Windows (Word, Excel, PowerPoint), web skills a plus.
• Proficiency with event management software.
• Minimum of 2 years of experience and proficiency in implementation and management of conference room technology and related A/V platforms.
• Experience with conference and event scheduling software (EMS desired) in process and functionality in a global, multi-office organization.
• Excellent verbal, written, organizational and interpersonal skills with attention to detail and the ability to handle multiple tasks simultaneously and strong follow up and follow through skills.
• Must demonstrate the ability to maintain strict confidentiality of the firm’s internal and employee performance matters.
• Ability to interact effectively and professionally with all levels of personnel, including firm leadership, management and support staff.
• Ability to be a proactive self-starter, who understands the details within a much larger context.
• Ability to plan, organize and carry out multiple related activities.
• Must be flexible in order to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and pressure.
• Ability to understand and work in a teamwork/collaborative style environment across various departments of the firm; able to share information, goals, opportunities, successes and failures with the appropriate parties and management team, actively participate in teams and provide team leadership.
• Ability to anticipate problems and focus on appropriate solutions.
• Strong supervisory and communication skills with the ability to resolve issues among staff members.
• Ability to maintain a professional demeanor in all situations, demonstrate the ability to work independently with limited guidance, and exercise independent judgment.
• Ability to work effectively in a firm-wide team across a multi-office environment that is culturally and educationally diverse.
• Exceptional client focus and service orientation.
• Availability to work overtime on evenings and weekends.
• You must be fully vaccinated against COVID-19 by your hire date to be eligible for starting in the role. Proof of vaccination will be required. Firm will provide reasonable accommodation(s) based on medical or religious grounds for qualified candidates.