Call Services Specialist

Ricoh • Washington, DC

14h • 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

• 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.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees