Domestic Scheduling Case Manager

The Domestic Scheduling Case Manager schedules depositions and other legal proceedings in complex, confidential cases taking place in the U.S. and remotely during U.S. business hours.

The Case Manager establishes new and existing client relationships by demonstrating company expertise, responding quickly and succinctly to inquiries via telephone and email, and taking care of all logistical arrangements for the benefit of the client.

This position requires impeccable customer service from start to finish, as well as poise and professionalism in handling last-minute needs.

Attention to detail and the ability to communicate effectively and thoroughly, especially under time constraints, must come second nature to those occupying this position.

Problem-solving skills and a positive, “can-do” attitude are essential.

• Professionally and personably responds to client questions and service requests via email and phone.
• Monitors Scheduling email folder throughout shift, paying specific attention to correspondence from clients that are designated as “case managed” and complex requests as determined by internal standards.
• Assists in the prompt resolution of same-day job issues.
• Enters data into database software (Reporter Base) with extreme detail on a job, firm, contact, and case level, keeping in mind the effect of those details on upcoming jobs and overall client service.
• Reserves conference rooms and meeting locations for clients.
• Works with the Calendar department to assign and rearrange resources.
• Sends confirmations and job updates to clients and resources via email.
• Communicates clearly to ensure the correct services requested by clients are delivered.
• Pays close attention to job details and performs quality control checks on the work of team members.
• Communicates important case and job details to other departments, and within the Scheduling department, as needed.
• May assist in training other colleagues, and at the very least is expected to be a resource for other team members to go to with questions and problems.
• Documents case and/or firm standing orders in database.