Business Services Representative

Weil, Gotshal & Manges LLP•Boston, MA

3d•$55,000 - $65,000

About The Position

The Business Services Representative (“BSR”) serves as a key ambassador of the Firm’s commitment to exceptional client service, hospitality, and operational excellence. This role supports all aspects of the Client & Visitor Services, Conference Center, and Reception operations, and functions as the Firm’s lead receptionist from 4:00 p.m. to 7:00 p.m. The BSR ensures every guest and attorney receives a seamless, polished, and welcoming experience, reflecting the highest standards of professionalism. This hours for this role are 11:00 a.m. to 7:00 p.m.

Requirements

3+ years of experience working in a service capacity within a law firm, other legal or hospitality environment preferred
Excellent communication, both written and oral, listening and interpersonal skills
Adept at working with different personalities in high-pressure situations, while projecting a poised, patient demeanor and a strong customer service orientation
Strong initiative; ability to exercise excellent judgment and creative problem-solving skills
Neat and professional appearance required
Strong attention to detail and organizational skills, with demonstrated ability to prioritize tasks and follow-through
Ability to work collaboratively and independently
Ability to gather, read, interpret, analyze and present information in a resourceful manner
Advanced proficiency in Microsoft Word, Excel, PowerPoint
High School diploma/GED required.

Nice To Haves

College degree a plus.

Responsibilities

Serve as a warm, polished, and knowledgeable first point of contact for all clients and visitors, ensuring a best-in-class experience from arrival to departure.
manage visitor arrivals, greetings, announcements, escort guests and provide concierge-style service.
Answer and route incoming/internal calls in a pleasant, proficient and professional manner.
Handling all requests quickly, efficiently and professionally with the goal of exceeding expectations whenever possible.
Act as an information source and lend assistance to visitors and clients, resolving issues and/or escalating as appropriate.
Provide seamless continuity with the morning Reception and Office Services team through clear communication and diligent follow-through on outstanding items.
Maintain skills necessary to assist attorneys and clients with arranging travel, transportation and hotel reservations as needed.
Ensure rooms for visiting attorneys are set up and serve as the point of contact.
Review daily requirements for rooms, equipment, supplies, catering and personnel.
Coordinate accordingly to ensure rooms are prepped, cleaned, vacated and placed back in booking rotation.
Maintain Conference Center, printing supply areas, and Reception equipment, supplies and materials.
respond to requests for conference room reservations in a thorough and timely manner.
Ensure safe and secure environment by verifying visitors, reporting unusual behavior, and calmly assisting in emergency situations.
Maintain knowledge of all emergency equipment, location(s) and fire evacuation/emergency procedures.
Consistently demonstrate a high level of respectful and inclusive communication.
Openly share appropriate information that may affect other shifts and graciously accept and act on feedback.
Maintain fluency in Firm history, benchmarks, goals, and structure (legal/non-legal departmental structure/leadership).
Actively participate in training on business service activities and applications.
Assist with developing and updating training materials, tools, and processes to increase departmental efficiency, including sharing feedback and improvement suggestions.
Prepare and distribute daily end-of-day updates to ensure clear communication and alignment with team.
Perform additional responsibilities as required by management and maintain flexibility to work weekends, or outside of standard office hours as needed.
Any additional responsibilities as required by management.