Receptionist / Runner - Henderson. NV

Job Description

Job Description:\n\nPosition summaryAbout usWe are a client-focused personal injury law firm dedicated to helping individuals injured in motor vehicle accidents. The firm is committed to delivering exceptional legal service while maintaining a professional, collaborative, and supportive work environment.The firm is seeking a friendly, professional, and highly organized Receptionist / Runner to serve as the first point of contact for clients, prospective clients, visitors, attorneys, medical providers, vendors, and other callers.Position SummaryThe Receptionist / Runner will manage a busy front desk, answer and route a high volume of incoming calls, greet visitors, coordinate appointments, maintain reception and conference areas, assist with administrative assignments, process mail and deliveries, and complete local runner responsibilities throughout the business day.The firm supports approximately 400 active clients at any given time, and the Receptionist may handle approximately 10 to 20 incoming calls per hour. The successful candidate must remain professional, accurate, composed, and courteous while efficiently identifying each caller's needs and connecting them with the appropriate department or team member.This position does not conduct new-client intake or evaluate potential cases. When a prospective client calls the firm, the Receptionist will collect only the information necessary to identify the nature of the call and transfer it promptly to an Intake Specialist.The ideal candidate is bilingual in English and Spanish, comfortable handling frequent interruptions, capable of protecting confidential information, and willing to assist wherever needed in a fast-paced legal-office environment.Key ResponsibilitiesHigh-Volume Phone ReceptionAnswer approximately 10 to 20 incoming calls per hour.Greet callers professionally in English or Spanish.Identify the reason for each call efficiently and accurately.Screen and route calls to the appropriate attorney, Case Manager, Intake Specialist, department, or team member.Take complete and accurate messages when the requested team member is unavailable.Confirm names, telephone numbers, case-related information, and callback details.Maintain a calm and professional tone during busy periods.Respond appropriately when callers are upset, anxious, frustrated, or unfamiliar with the legal process.Avoid providing legal advice, case evaluations, settlement information, or unauthorized case updates.Protect confidential client and case information during every interaction.Document or route urgent messages promptly.Follow established call-transfer, message, and escalation procedures. Intake Call TransfersRecognize when a caller is seeking legal representation for a new matter.Obtain only the limited information needed to identify and transfer the call appropriately.Transfer potential new-client calls to the firm's Intake Specialists.Avoid conducting a substantive intake interview.Avoid evaluating whether the firm can accept a case.Avoid offering an opinion regarding a caller's legal rights, claim value, deadlines, or likelihood of success.Clearly explain the transfer process when needed.Take an accurate callback message if an Intake Specialist is temporarily unavailable. The Receptionist is responsible for transferring intake calls, not screening, qualifying, or evaluating potential cases.Front-Desk and Visitor SupportGreet clients, visitors, vendors, medical providers, and team members professionally.Notify the appropriate team member when a visitor arrives.Confirm scheduled appointments.Coordinate conference-room availability.Help visitors navigate the office.Maintain a welcoming, discreet, and professional reception experience.Prevent confidential client information from being visible or discussed inappropriately in public areas.Monitor the front-desk area and respond promptly to visitors. Appointment and Meeting CoordinationSchedule and coordinate client appointments and internal meetings.Reserve conference rooms.Confirm appointment details when assigned.Communicate schedule changes promptly.Maintain accurate calendar information.Help prepare conference rooms before meetings.Restore meeting spaces after use.Communicate promptly when clients arrive early, late, or without an appointment. Local Runner DutiesComplete local deliveries and pickups during business hours.Deliver legal documents to courts and other approved destinations.Pick up or deliver documents to medical offices.Visit post offices, banks, vendors, service providers, and other local destinations as assigned.Maintain the security and confidentiality of all documents during transport.Follow delivery instructions and applicable deadlines carefully.Obtain receipts, confirmations, stamped copies, or other proof of delivery when required.Report delays or problems immediately.Use a personal vehicle for approved runner assignments.Submit mileage documentation in accordance with firm policy. Approved business mileage will be reimbursed according to the firm's established policy.Mail, Packages, and DeliveriesReceive and distribute incoming mail, packages, and deliveries.Sort mail accurately and route it to the appropriate recipient.Prepare outgoing mail and packages.Coordinate courier pickups when required.Document certified, tracked, or time-sensitive mail.Notify recipients of urgent or sensitive deliveries.Maintain organization in mail-processing and delivery areas. Administrative SupportPerform data entry accurately.Scan, copy, print, label, and organize documents.Assist with electronic and physical filing.Prepare routine correspondence and administrative documents.Organize client files according to firm procedures.Support special projects and miscellaneous administrative assignments.Maintain accurate records of assigned tasks.Follow up on incomplete administrative requests.Use Microsoft Office and standard office equipment.Support attorneys, Case Managers, Intake Specialists, and administrative personnel as needed. Reception and Conference-Area MaintenanceKeep the reception area clean, organized, and presentable.Maintain orderly conference rooms.Ensure meeting spaces are prepared before scheduled appointments.Restock basic reception and meeting-room supplies.Report maintenance, equipment, or facility concerns.Help create a professional environment for clients, visitors, and employees. Office Supplies and InventoryMonitor office-supply levels.Organize supply-storage areas.Notify the appropriate team member when supplies require replenishment.Receive and distribute office-supply deliveries.Assist with inventory tracking.Help ensure that frequently used administrative materials remain available. Confidentiality and Professional ConductProtect confidential client, medical, legal, financial, and identifying information.Follow firm policies regarding privacy, records, telephone calls, visitors, and document handling.Avoid discussing client matters in public areas.Verify authorization before releasing information or documents.Exercise discretion when handling sensitive calls and visitors.Immediately report privacy concerns, misdirected communications, or potential confidentiality issues.Maintain a professional appearance and demeanor. Required QualificationsMust-Have RequirementsProfessional fluency in English and Spanish.Previous receptionist, administrative assistant, front-desk, customer-service, or comparable professional experience.Ability to handle approximately 10 to 20 incoming calls per hour.Strong verbal communication and active-listening skills.Professional telephone etiquette.Strong organization and attention to detail.Ability to manage frequent interruptions without losing accuracy.Ability to prioritize phone calls, visitors, messages, runner assignments, and administrative tasks.Valid driver's license.Reliable personal transportation.Willingness and ability to complete runner assignments during business hours.Ability to maintain confidential information.Proficiency with Microsoft Office and standard office equipment.Ability to work on-site Monday through Friday from 8:30 AM to 5:30 PM.Dependable attendance and punctuality.Professional demeanor and positive attitude.Willingness to support attorneys, legal staff, and daily office operations. Preferred QualificationsPrevious legal receptionist or law-firm experience.Experience in a personal injury, medical, insurance, or other confidential professional environment.High-volume call-center or multi-line telephone experience.Experience communicating with distressed, injured, frustrated, or emotionally overwhelmed individuals.Experience routing calls among several departments or team members.Administrative experience involving scanning, filing, data entry, mail, and document preparation.Experience completing local courier or runner assignments.Familiarity with client-management or case-management software.Experience maintaining office or supply inventory.Strong written communication skills in both English and Spanish. Scope-of-Role BoundariesThe Receptionist / Runner is not expected or authorized to:Conduct substantive new-client intake interviews.Decide whether the firm should accept a potential case.Provide legal advice.Interpret laws, deadlines, insurance coverage, or case strategy.Evaluate the value or strength of a claim.Provide unauthorized case-status updates.Discuss settlement values or negotiation strategy.Make commitments on behalf of attorneys or Case Managers.Release confidential information without proper authorization. Questions outside the Receptionist's authorized responsibilities must be transferred or escalated to the appropriate team member.Core CompetenciesBilingual ReceptionEnglish–Spanish CommunicationHigh-Volume Call HandlingMulti-Line Phone SystemsCall Screening and RoutingFront-Desk OperationsCustomer ServiceLegal Office AdministrationClient ServiceMessage DocumentationAppointment SchedulingCalendar CoordinationLocal Runner DutiesDocument DeliveryMail ProcessingData EntryFiling and ScanningMicrosoft OfficeOffice EquipmentAdministrative SupportConfidentialityMultitaskingAttention to DetailDe-escalationTime Management Ideal Candidate ProfileThe ideal candidate:Communicates professionally and naturally in English and Spanish.Remains calm and courteous when several calls arrive close together.Can quickly determine where a call should be routed.Takes accurate messages and follows transfer procedures consistently.Demonstrates patience with injured, stressed, or frustrated clients.Understands the limits of a receptionist role and does not provide legal advice.Protects confidential information without exception.Is comfortable leaving the office for local runner assignments.Has reliable transportation and manages delivery deadlines responsibly.Notices when the reception area, conference rooms, or office supplies require attention.Can shift between phone calls, visitors, messages, runner duties, mail, and administrative assignments.Takes ownership of routine responsibilities without repeated reminders.Is dependable, punctual, organized, and willing to help.Presents a polished and welcoming first impression of the firm. What Success Looks LikeA successful Receptionist / Runner will:Maintain reliable front-desk coverage from 8:30 AM to 5:30 PM.Answer incoming calls promptly and professionally.Route calls correctly with minimal unnecessary transfers.Connect new-client calls with Intake Specialists without conducting unauthorized intake.Take accurate and complete messages.Provide professional service to approximately 400 active clients and other callers.Welcome visitors and coordinate appointments efficiently.Complete runner assignments safely, securely, and on time.Maintain confidentiality in the office, on the phone, and during document transport.Keep reception and conference areas organized and presentable.Complete administrative tasks accurately.Adapt effectively to frequent interruptions and changing priorities.Become a trustworthy and dependable resource for the entire firm. Non-Desirable Candidate CharacteristicsLikely DisqualifiersIs not professionally fluent in both English and Spanish.Cannot work on-site from 8:30 AM to 5:30 PM.Does not hold a valid driver's license.Does not have reliable transportation.Is unwilling to perform local runner duties.Cannot maintain client confidentiality.Has no relevant reception, administrative, front-desk, or customer-service experience.Is unable to manage a high volume of incoming calls.Demonstrates poor telephone etiquette.Is unreliable or frequently late. Call-Handling Red FlagsBecomes visibly frustrated by frequent telephone calls.Frequently transfers callers without first identifying their needs.Takes incomplete or inaccurate messages.Interrupts callers excessively.Provides legal opinions or unauthorized case information.Attempts to conduct substantive intake despite being instructed to transfer the call.Promises outcomes, timelines, callbacks, or legal action without authorization.Does not verify names, telephone numbers, or message details.Fails to prioritize urgent messages.Communicates impatiently with injured, emotional, or confused callers. Administrative and Runner Red FlagsFrequently makes data-entry or filing errors.Leaves documents unattended or unsecured.Does not follow delivery instructions.Fails to obtain confirmation of delivery when required.Has difficulty navigating locally or managing scheduled errands.Does not maintain mileage or delivery records accurately.Is unwilling to help with mail, scanning, copying, filing, supplies, or conference-room preparation.Treats administrative or runner duties as beneath the position.Has weak Microsoft Office or general office-equipment skills. Behavioral Red FlagsRequires frequent reminders to complete routine assignments.Does not remain composed during busy periods.Demonstrates poor judgment with confidential conversations.Discusses client matters in public or shared areas.Has difficulty receiving direction from multiple team members.Avoids responsibility after making an error.Demonstrates weak teamwork or an unwillingness to assist.Presents an unprofessional appearance or communication style.Does not understand the importance of being the firm's first point of contact.