Client Engagement Specialist: Reception & Intake

This is a 100% fully remote opportunity. May be based anywhere in the United States. Position requires candidate to work 9am-5pm PST.

We are a leading tax law firm in San Francisco looking for an experienced customer service professional. The qualified candidate will be a competent and experienced receptionist with the demonstrated ability to handle a high volume of inbound calls, including screening potential clients for calendaring, and triaging client calls and directing to the appropriate team member.

We are looking for someone with strong customer service experience who has a proven track record producing satisfied callers. You bring a positive attitude, empathetic demeanor, and high communication competence to your conversations with callers. You're able to make quick decisions in where to route calls appropriately, and understand the value and importance of treating calls with dignity, respect, and professionalism.

GENERAL PURPOSE OF JOB

Under direct supervision, the incumbent will serve on our Client Engagement team as one of the first points of contact for inbound calls to the firm and will perform customer service tasks including but not limited to: determining the purpose of the call, triaging the call, and redirecting the call to the appropriate member of the firm, or performing intake. The incumbent will also review and appropriately route in a timely manner voice mail messages left for the firm's main line after hours or during times of high call volume.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive inbound calls to the firm and provide the caller with a pleasant greeting and the highest level of customer services.
• Perform new client intake duties, including pre-screening questions and calendaring. (Firm provides training)
• Ensure all redirected calls are done with a warm transfer unless the recipient is unavailable, and the caller will be asked if they would like to leave a voice mail message.

ADDITIONAL POSITION REQUIREMENTS

• Maintain positive working relationship with internal and external clients, customers, partners, supplies, and vendors.
• Carries out duties in compliance with all federal and state regulations and guidelines.
• Complies with all company and site policies and procedures.
• Remains current in profession and industry trends.
  • Makes a positive contribution as demonstrated by:
  • making suggestions for improvement
• learning new skills, procedures, and processes.
• Is available for other duties as required.
• Is available for overtime as needed.

QUALIFICATIONS: EDUCATION and/or EXPERIENCE

• Basic knowledge of tax is a plus, but not required.
• 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.

LANGUAGE SKILLS

• Read routine reports, business correspondence and standard operating procedures.
• Speak and understand English effectively.

OTHER SKILLS, ABILITIES OR QUALIFICATIONS

• Successfully completes regulatory and job training requirements.
• Computer skills:
  • Data entry into databases, customer relationship management systems, or similar data entry experience.
  • Work and be 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.