Call Services Specialist
RICOH COLOMBIA, Chicago, IL, United States
Position Profile
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, the incumbent 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.
Switchboard & Call Management
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 escrow them according to established procedures.
Update automated messaging systems and maintain current knowledge of directories, call‑handling procedures, and time‑zone differences.
Administrative & Operational Support
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.
Qualifications
High school diploma or equivalent required.
1–3 years of prior switchboard, reception, call center, or client service experience preferred.
Experience in a law firm or professional services environment preferred.
Knowledge, Skills & Abilities
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.
Working Conditions & Physical Demands
Standard office environment with normal lighting, temperature, and noise levels.
Work involves sitting for extended periods.
Regular use of a computer, phone system, and other office equipment requiring moderate dexterity and hand‑eye coordination.
Must be able to interpret and apply complex information and communicate clearly with diverse audiences.
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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, the incumbent 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.
Switchboard & Call Management
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 escrow them according to established procedures.
Update automated messaging systems and maintain current knowledge of directories, call‑handling procedures, and time‑zone differences.
Administrative & Operational Support
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.
Qualifications
High school diploma or equivalent required.
1–3 years of prior switchboard, reception, call center, or client service experience preferred.
Experience in a law firm or professional services environment preferred.
Knowledge, Skills & Abilities
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.
Working Conditions & Physical Demands
Standard office environment with normal lighting, temperature, and noise levels.
Work involves sitting for extended periods.
Regular use of a computer, phone system, and other office equipment requiring moderate dexterity and hand‑eye coordination.
Must be able to interpret and apply complex information and communicate clearly with diverse audiences.
#J-18808-Ljbffr