Education Requirements: An undergraduate degree strongly preferred.
The Client Services Supervisor will be a working supervisor in the Client Services department in the San Francisco office of leading international law office. This position will provide leadership and development to team members, 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.
Creating and implementing an exceptional service standard for the front of house operations in the San Francisco office.
Supervising San Francisco Client Service staff, including hiring, development, coaching and performance evaluations of the San Francisco Client Service team. Motivate team members and delegate as appropriate. Ensuring the San Francisco staff is properly trained and have the necessary resources to effectively and consistently carry out their respective job functions.
Monitoring, analyzing processes, performance and service levels in the San Francisco office and implementing changes needed to facilitate the highest level of service. Utilizing process improvement concepts 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, training and special events. Negotiating capabilities and limitations to achieve quality results.
Planning, coordinating and assisting the San Francisco 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 San Francisco events (firm-wide as needed). This includes but is not limited to audiovisual, furniture configuration, catering, signage, dcor, supplies, special needs requirements, registration, traffic flow, security access, rentals, and storage.
Overseeing activities and performance of San Francisco 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 shared 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 report relating to Conference Services and the firms meeting activity.
Supervising Visitor Offices reservation process and ensure inventory is maintained to meet firm-wide 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 to IT, assisting in the resolution of technical issues affecting CS. Supervising repair and upgrade of on-site equipment and acting as project manager for more complex upgrade projects as needed.
Educating and training end users on the CS technology and work with vendors and IT to identify, troubleshoot and resolve technical issues.
Maintaining and reporting administrative records for attendance in accordance with the firm`s policy and procedures, and monitoring leaves of absence with the relevant departments to ensure compliance with state and federal leave laws.
Performs other relevant duties as assigned.
Timely and regular attendance.
An undergraduate degree strongly preferred.
Five plus years of supervisory experience in a law firm or professional services firm working directly in conference/event planning and special events.
Proficiency in Microsoft Office and Windows (Word, Excel, PowerPoint), web skills a plus.
Proficiency with event management and call center 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 sharp 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 personnel affairs.
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 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 while incorporating differing viewpoints.
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 evenings and weekends.
How To Apply:
Specialists Group LLC, The
105 S. Broadway, Suite 200
Wichita, KS 67202