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Administrative Manager | Service Excellence Coordinator B&A Litigation Services Tacoma, WA Job Details Full-time $26 - $32 an hour 2 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Life insurance Qualifications Customer communication Teamwork Customer service Executive administrative support Team development Full Job Description Position Summary The Administrative Manager | Service Excellence Coordinator serves as a key support partner to the leadership team and helps ensure exceptional service, smooth operations, and successful execution of company initiatives. This role works across departments to support employees, coordinate projects, maintain service standards, and keep an eye on all day-to-day actions. Success in this role requires a proven track record of delivering exceptional customer service, building positive relationships, and creating outstanding experiences for both clients and team members. The ideal candidate is highly organized, proactive, solutions-oriented, and comfortable providing constructive feedback and coaching in a professional, respectful, and supportive manner that helps others grow and succeed. Who are we? B&A Litigation Services is the leading provider of litigation support services throughout Washington and beyond since 1984. We provide court reporting, legal videography, transcription, and other litigation support services. Our success is built on exceptional customer service, strong relationships, and a commitment to always say yes. We are a collaborative, growth-minded team that values professionalism, accountability, innovation, and continuous improvement. Primary Responsibilities Administrative & Leadership Support Assist departments in staying on track with key deliverables by monitoring progress, identifying capacity challenges, and deadlines. Proactively provide support or escalate concerns as needed. Assist leadership with operational projects and strategic initiatives. Prepare reports, presentations, and operational summaries. Monitor key performance indicators and departmental trends. Participate in hiring, interviewing, and workforce planning activities. Assist with onboarding and training of new team members. Reinforce company culture and expectations through consistent communication and mentorship. Assist with company events, employee engagement programs, and recognition initiatives. Lead roundup meetings bi-weekly to encourage cross department communication on project statuses. Cross Department Support & Coverage Develop a working knowledge of all company departments. Provide administrative coverage during absences, vacations, and staffing transitions. This role will be cross-trained across multiple administrative functions and may assist with scheduling, contractor coordination, project tracking, transcript production, exhibit scanning and management, invoice processing, data entry, and other business support activities as needed. Provide customer service across all company divisions. Ensure consistency in messaging across departments. Client Experience Leadership Serve as a primary point of contact for client concerns, questions, and escalations. Model and champion B&A's customer service standards. Partner with department leaders to ensure consistency in company voice, client retention, and service delivery. Monitor client feedback and identify opportunities for service improvements. Support client retention and engagement efforts. Assist to plan and execute client facing events, appreciation activities, and networking opportunities. Tacoma Office Operations Oversee day-to-day operations of the Tacoma office. Ensure office coverage, organization, and operational readiness. Coordinate office vendors, supplies, equipment, and facility needs. Identify operational challenges and proactively implement solutions. Serve as an on-site resource for employees and contractors. Desired Traits Exceptional customer service mindset Strong emotional intelligence Professional written and verbal communication skills Highly organized and detail-oriented Strong problem-solving abilities Able to build trust across all levels of the organization Process-oriented while remaining adaptable Comfortable coaching others and providing constructive feedback Strong technology aptitude Success in This Role Success would be measured by: Consistent client satisfaction and retention Strong adoption of customer service standards company-wide Seamless department coverage during staffing changes or absences Well-executed client and employee events Improved operational efficiency and accountability Strong employee engagement and team development

Pay:

$26.00 - $32.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Parental leave

Work Location:

In person