Cooley is seeking a Guest Services Representative to join the Palo Alto office.
Position summary: The Guest Services Representative position plays a critical role with a focus on establishing effective work relationships with clients, attorneys, business professionals and providing exceptional customer service to all clients, guests and employees. Meeting assistance may include making arrangements with food services vendors, and coordinating with Operations, Guest Services and other departments to ensure that all requests for space, catering and AV/IS equipment are managed well and services are provided seamlessly.This role will also perform various and other routine administrative duties. Specific duties include, but are not limited to, the following:
Position responsibilities:
Answer telephones clearly and concisely, using a friendly and professional tone for attorneys/business professionals/clients and direct callers as requested or to voice mail, when appropriate
Check general voice mailbox daily and forward messages to the appropriate attorney or other business professional members
Greet everyone with enthusiasm and a welcoming attitude and record/log visiting attorneys and personnel from other Cooley offices and inform local Technology and Office Services team members of such visitors
Escort guests, as needed to conference room
Schedule visiting offices and coordinate with Administrative Services Manager or Director of Administration to confirm secretarial/practice team assistant support assignment, as needed
Maintain and update reservation details and other logistics in firm provided software (Zoom, etc.) for conference rooms. Work closely with the Guest Services, Office Services and Technology teams to ensure meetings run smoothly. Respond promptly to conference room requests or questions, providing excellent customer service when resolving issues
Collect information to register visitors for building access, input information and send confirmation/access emails, as needed
Coordinate logistical requirements for all in-house functions serving as the office contact for meetings and coordinating appropriate meal or beverage set-ups
Assist clients and attorneys with local restaurant reservations, as needed
Assist clients and/or visitors with local transportation needs
Maintain and update office floorplan of all office assignments
Collaborate with Director of Administration, Associate Director of Operations, Operations Manager or Guest Services Manager, for resolution when conference schedule conflicts arise, solve challenges and provide excellent hospitality
Knowledgeable of all personnel and departments in the office. Utilize appropriate resources to provide information regarding personnel and departments in other offices of the firm
Knowledgeable of all office wide amenities
Maintain a neat and orderly reception area
Maintain a secure environment at reception area and floor entrances, ensuring that clients or guests, including former employees, do not enter our space without approval
Maintain security badge log (new hires, temporary loaner keys, etc.)
As part of the Facilities team, work with on-site property manager to arrange for general facility maintenance including light bulb replacement, temperature adjustments and other issues. Submit work orders for maintenance issues to building management as needed
All other duties as assigned or required
Skills & experience:
Required:
After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
Available to work overtime, as required
Familiarity with making international and long-distance calls to enable the receptionist to assist clients, guests or firm personnel
Preferred:
Bachelor’s degree
Prior customer service, receptionist or concierge experience
Previous law firm experience
Competencies:
Ability to interact in a professional, cooperative and tactful manner with clients, co-workers and others both in person and on the telephone
Detailed-oriented and adaptable
Punctual
Pleasant and professional demeanor with clear speaking voice and excellent spoken and written command of English
Excellent verbal, written, organization, computer, and interpersonal skills
Ability to maintain confidentiality
Ability to effectively work individually and use critical thinking skills to solve operational issues, knowing the difference between when to solve an issue on one’s own and when to elevate it to the next level for help
Team player
Ability to prioritize and handle multiple tasks simultaneously
Ability to work well under pressure within a deadline-driven environment
Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.
EOE.
The expected hourly pay range for this position with a work schedule of 40 hours per week is $30.00 - $36.00 ($62,400.00 - $74,880.00 annually). Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.
We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 20 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.
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