Call Services Specialist

Ricoh Americas Holdings•Exton, WA

21h•Onsite

About The Position

This role serves as a primary point of contact for clients, vendors, visitors, and other callers reaching the firm by phone or in person. Based in a firm office, this role answers high-volume inbound calls from across the country, routes calls accurately, takes detailed messages, and escalates urgent matters in line with firm procedures. The position helps deliver a consistent, professional caller and visitor experience for offices nationwide and supports lawyers and business professionals across multiple locations and time zones. In addition, the role provides front-desk reception services, greets and assists visitors, manages meeting room scheduling, and supports administrative and operational needs across the office.

Requirements

High school diploma or equivalent required
Excellent verbal communication skills and a polished, professional phone presence
Strong listening skills, judgment, and attention to detail
Ability to manage a high volume of calls with accuracy and composure
Strong organizational skills and dependable follow-through
Ability to work effectively with multiple offices and teams across the country
Proficiency with multi-line phone systems, Microsoft Office (Word, Excel), and call-handling or ticketing tools
Excellent customer service skills and the ability to work collaboratively in a team environment
Ability to maintain confidentiality and handle sensitive situations appropriately

Nice To Haves

1–3 years of prior switchboard, reception, call center, or client service experience preferred
Experience in a law firm or professional services environment preferred

Responsibilities

Serve as a primary point of contact for clients, vendors, visitors, and other callers reaching the firm by phone or in person
Answer and transfer high-volume inbound calls promptly and professionally
Route calls accurately to lawyers, business professionals, practice groups, and administrative teams across multiple locations
Take complete and accurate messages, including caller details, urgency, and preferred response method
Provide approved general information such as office contacts, directions, and routing assistance
Recognize urgent or sensitive matters and escalate them according to established procedures
Update automated messaging systems and maintain current knowledge of directories, call-handling procedures, and time-zone differences
Identify recurring call-routing issues or service gaps and share feedback to improve operations
Serve as a model for the organization’s mission, vision, and values while building strong professional relationships across teams
Provide front-desk reception services
Greet and assist visitors
Manage meeting room scheduling
Support administrative and operational needs across the office