Workplace Experience Agent Lead

Latham & Watkins LLP • Los Angeles, CA

10d • $65,000 - $75,000 • Hybrid

About The Position

The Workplace Experience Agent Lead is an integral part of Latham’s Workplace Experience team. This role will be responsible for providing knowledgeable and consultative assistance to our clients, attorneys, paralegals, and staff proactively, and assigning work to the 24/7 team members , while o rganiz ing , assign ing , delegat ing , and coordinat ing the work of the 24/7 team to ensure objectives are met in a timely manner , and leverag ing , as appropriate, additional firm resources to ensure support excellence . This role will be located in our Global Services Office located in Downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The hours for this position are from 2:00 pm - 10:30 pm on Sunday - Thursday.

Requirements

• Exhibit excellent communication skills, both written and verbal
• Demonstrate exceptional customer service skills, with the intention to go above and beyond for every request
• Possess the ability to assess situations and take action without the direction of others
• A high school diploma or equivalent
• A minimum of three (3) years of prior workplace experience, receptionist, technology, hospitality, or inbound customer service call center experience
• Administrative experience and familiarity with professional services organizations, preferably

Responsibilities

• Utilizing a customer interaction system to provide high-quality, knowledgeable, and consultative customer service and administrative support for workplace experience-related tasks such as reception, facility, host, conference room, emergency notification, and travel support services
• Curating experiences in the workplace to make the internal and external client feel valued, part of the community, and always impressed by the level of service
• Providing high-touch customer service to all visitors and guests
• Supporting and training others on processes and workflows
• Contributing to a team environment that ensures all agents are equally taking ownership of department tasks and responsibilities
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Benefits

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees