Call Services Specialist

Job Description

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, this role 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 escalate 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.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

About Us

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.