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Case Manager

3 weeks ago

Toronto, Canada Arbitration Place Full time

The Case Manager acts as the face of Arbitration Place providing the highest level of customer service for dispute resolution services. The CM organizes and moderates all aspects of a virtual and onsite proceeding using secure virtual platforms. They will resolve real time technical challenges to ensure a smooth and effective proceeding for the client.

**Responsibilities**:

- Correspond with participants to canvas dates to schedule pre-proceeding technical rehearsals.
- Gather requirements as they pertain to the case.
- Set-up SharePoint document management and sharing capabilities for use by the parties.
- Host technical rehearsals using video conferencing software to identify opportunities for improvement in advance of proceeding.
- Operate and troubleshoot video-conferencing software and hardware.
- Launch virtual proceeding.
- Manage participants and admit from waiting room.
- Assign participants to breakout rooms.
- Screen share documents and record proceeding.
- Troubleshoot and assist participants when facing difficulties using the platform in real time.
- Manage expectations based on service agreement.
- Escalate proceeding challenges as required.

**Job Type**: Casual

**Salary**: From $25.00 per hour

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Toronto, ON M5H 2R2: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

Work Location: Hybrid remote in Toronto, ON M5H 2R2