Customer Support Specialist
1 week ago
Position Summary: The Customer Support Specialist plays a crucial role in the Client Contact Center, tasked with managing and documenting incoming calls directed to the firm. This position also encompasses responsibilities as a part-time front desk representative, serving as the initial point of contact for all visitors. The front desk representative is responsible for answering and redirecting calls while meticulously maintaining records of all guests and calls received.
Reporting Structure: Reports to the Client Services Manager
Department: Client Services Center
Supervisory Duties: None
Key Responsibilities:
- Promptly responds to all incoming communications.
- Identifies callers and directs them to the appropriate personnel.
- Records preliminary statements from prospective clients, determining if their inquiries pertain to motor vehicle accidents or personal injury cases.
- Documents notes for each interaction in the Case Management Software (Filevine).
- Follows up with potential clients.
- Confirms and establishes profiles for clients within the Case Management Software (Filevine).
- Greets visitors warmly, addressing any inquiries or escalating as necessary.
- Manages calendars and schedules conference room bookings.
- Ensures the reception area and communal spaces are maintained in a clean and orderly fashion.
- Handles deliveries, documenting and notifying the relevant staff about mail or packages.
- Identifies guests or callers and follows established procedures to notify the appropriate personnel.
Essential Skills and Qualifications:
- Exceptional communication and customer service abilities.
- Strong organizational skills with a keen attention to detail.
- Ability to adhere to and remember procedures with a high degree of accuracy.
- Capable of thriving in a fast-paced environment.
- Proficient in multitasking and prioritizing responsibilities.
- Demonstrates a professional demeanor and appearance.
- Bilingual candidates are preferred.
Education and Experience Requirements:
- Familiarity with office equipment such as computers, telephones, and printers.
- Prior experience in a call center or reception role is preferred.
- Experience in the legal sector or a related field is advantageous.
Physical Demands:
- This role involves sedentary work, requiring prolonged periods of sitting or standing at a desk while using a computer.
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