Guest Services Representative

Guest Services Representative

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/technology 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

Other responsibilities (where applicable):

• Assist purchasing function; place order with supply vendor and manage special request for supply items. This includes office supplies and stationery items (letterhead, business cards, etc.)
• Assist Facilities/Office Services with Emergency Preparedness plan, including, but not limited to: maintenance of safety and disaster recovery plan, handling emergency food inventory, assisting with fire drills, emergency team recruiting and employee safety training
• Process and code vendor invoices
• Serve as content coordinator for CooleyNet local office web page, ensuring that it is consistently up-to-date, helpful, innovative and useful as a resource to the office
• Maintain awareness of all internal office/department wide events/activities with the ability to direct employees to the appropriate source for additional information for the event/activity (e.g., socials, special events, milestones, or such)
• Draft and/or circulate daily office visitor email

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 $27.00 - $33.00 ($56,160 - $68,640 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.