Client Services Representative

Job Description

Job Summary: Client Service Representatives work in the Client Contact Center and are responsible for answering and logging inbound calls to the firm and transferring those calls to the correct point of contact. Client Service Representatives are also part-time receptionists who work at the front desk as the first point of contact for all Davis Law Firm walk-ins. The front desk receptionist will answer and transfer calls, as well as keep detailed and accurate records of guests or calls received.

Reports To: Client Services Manager

Department: Client Services Center

Supervisor Responsibilities: (none)

Duties/Responsibilities:

Answers and responds to all inbound communication promptly.

Identifies callers and transfers calls to appropriate staff.

Records initial statements from potential new clients and assesses if their case relates to a motor vehicle accident and personal injury.

Document notes for each call/walk-in into the Case Management Software (Filevine).

Follows up with potential new clients.

Confirms and creates profiles for clients in the Case Management Software (Filevine).

Welcome guests in a warm and friendly manner answer any questions the guest may have or escalate if needed.

Update calendars and schedule conference room reservations.

Maintain reception area and all common areas in a clean and tidy manner at all times.

Receive deliveries; document, notify, and distribute mail or packages to appropriate staff.

Identifies guests or callers, then follows procedures notifying appropriate staff.

Required Skills/Abilities:

Excellent communication and customer service skills.

Excellent organizational skills and attention to detail.

Ability to follow and retain procedures with a high level of accuracy.

Ability to perform in a fast-paced environment.

Ability to multitask and prioritize tasks.

Exhibits professional attitude and appearance.

Bilingual preferred.

Education & Experience:

Experience using office equipment such as computers, phones, and printers.

Experience in a call center and/or reception preferred.

Experience in the legal field or related field preferred.

Physical Requirements:

Sedentary work with prolonged periods of sitting/standing at a desk working on a computer.

Part-time