Research Coordinator

Harbor is seeking a Research Coordinator for its research department, reporting to the Research Services Manager. This position entails intake coordination of new client research requests in support of a fast-paced virtual research team, composed of researchers located throughout the United States and Canada. All initial requests arrive by email in a request management platform/ticketing system. 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 and researchers through chat. Preference will be given to candidates located on the West Coast, but the position is open to all candidates willing to work 11 AM – 8 PM PST.

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 is a quick learner who possesses exceptional client service and interpersonal communication skills, technological aptitude, professional writing skills, and 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
• Respond quickly to changes in request requirements
• Populate research tickets with appropriate metadata
• Under the guidance of the Senior Research Coordinators and the Research Services Manager, 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
• Tech-savvy, and comfortable with popular Microsoft Office/Microsoft 365 applications, including Outlook, Teams, Word, and Excel, especially Outlook and Teams
• Must be able to prioritize effectively and manage periods of high volume
• Be flexible and open to adapt to a dynamic environment
• Familiarity with database and/or spreadsheet functionality a plus
• Familiarity working in Salesforce or other ticket/request management/CRM system a plus
• Law library or other research experience a plus