Client Engagement Specialist: Reception & Intake
About The Position
This is a 100% fully remote opportunity, open to candidates anywhere in the United States. The position requires the candidate to work 9am-5pm PST. We are a leading tax law firm in San Francisco seeking an experienced customer service professional. The ideal candidate will be a competent and experienced receptionist with a proven ability to manage a high volume of inbound calls. Responsibilities include screening potential clients for calendaring and triaging calls to the appropriate team member. We are looking for someone with strong customer service skills and a history of ensuring caller satisfaction. The role requires a positive attitude, an empathetic demeanor, and excellent communication skills. The ability to make quick decisions regarding call routing and to treat all callers with dignity, respect, and professionalism is essential.
Requirements
- Law firm experience is required.
- Must have five (5) years of receptionist experience in a law or professional services firm.
- Must have three (3) years of customer services experience in a professional setting.
- Must have two (2) years of experience performing receptionist duties remotely.
- Read routine reports, business correspondence and standard operating procedures.
- Speak and understand English effectively.
- Successfully complete regulatory and job training requirements.
- Data entry into databases, customer relationship management systems, or similar data entry experience.
- Proficient with Zoom, and Microsoft Outlook, specifically calendaring.
- Ability to perform repetitive tasks while maintaining speed of work and attention to detail without loss to production.
- Ability to work with others in a team environment.
- Demonstrated ability to collaborate and engage inter and intra department peers and firm staff.
Nice To Haves
- Basic knowledge of tax is a plus, but not required.
Responsibilities
- Serve as a first point of contact for inbound calls to the firm.
- Perform customer service tasks including determining the purpose of the call, triaging, and redirecting calls to the appropriate firm member, or performing intake.
- Review and appropriately route voicemail messages left for the firm's main line after hours or during high call volume periods.
- Receive inbound calls and provide callers with a pleasant greeting and excellent customer service.
- Perform new client intake duties, including pre-screening questions and calendaring.
- Ensure all redirected calls are done with a warm transfer, or offer to take a voicemail if the recipient is unavailable.
- Maintain positive working relationships with internal and external clients, customers, partners, suppliers, and vendors.
- Carry out duties in compliance with all federal and state regulations and guidelines.
- Comply with all company and site policies and procedures.
- Remain current in profession and industry trends.
- Make a positive contribution by suggesting improvements and learning new skills, procedures, and processes.
- Be available for other duties as required.
- Be available for overtime as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
