Research Coordinator - LAC Group

Location: Canada - New Brunswick - Moncton

LAC Group is seeking a Research Coordinator for its Moncton, NB office, reporting to the Director of Research Services. This position entails intake coordination of new client research requests in support of a fast-paced virtual research team, comprised of researchers located throughout the United States and Canada. All initial requests arrive by email. The Coordinator monitors and acknowledges all incoming requests, assigns each to a researcher, and monitors tasks through completion. This position requires frequent, direct interaction with customers by email. Preference will be given to candidates located in Moncton, but the position is open to all candidates willing to work remotely.

Other duties include fulfilling research requests limited to pulling documents from research databases (training will be provided) and assisting with administrative functions as assigned. The ideal candidate will possess exceptional client service and interpersonal communication skills, a technological aptitude, professional writing skills, and a strong attention to detail. This is a full-time opportunity with benefits and the potential for career advancement.

RESPONSIBILITIES

• Serve as the first point of contact for research intake, including direct client interaction and communication, ensuring a smooth and consistent customer experience
• Actively monitor the research queue for all new incoming requests
• Acknowledge receipt of requests, and conduct basic intake reference interviews under client-specific protocols
• Populate research tickets with appropriate metadata
• Under the guidance of the Director of Research Services, assist in the assignment of tickets, taking into consideration the nature of the request and client relationship, the team’s respective workflow including capacity and various specializations, and overall client specifications
• Maintain steady attention to the status, and progress, of tickets in the queue, and perform follow-up accordingly to ensure research tasks are completed on a timely basis
• Regularly communicate with clients in a professional and courteous manner
• Regularly draft clear, concise, professional, written communications
• Engage and work closely with internal and external parties, up to the C-suite level, and do so in a courteous and client-centered manner
• Fulfill some entry-level requests that consist of pulling documents from commercial research databases or other web sources (training provided)
• Assist with the development and maintenance of internal department materials, including process workflows and documentation
• Other administrative tasks and duties, as assigned

QUALIFICATIONS

• Bachelor’s degree
• Excellent written and oral communication skills – a writing test will be conducted as part of the hiring process
• Two (2) years’ experience in a role with customer contact with an emphasis on client service
• Must be able to work one of the following schedules, Monday-Friday: 9AM-5PM AST
• Tech-savvy, and comfortable with G-Suite applications, especially Google Sheets
• Must be able to prioritize effectively and manage periods of high volume
• Familiarity with database and/or spreadsheet functionality is a plus
• Law library or other research experience is a plus

LAC Group is an Equal Opportunity Employer / Affirmative Action Employer who values diversity in the workplace.