Reception and Client Service Coordinator
At Perkins Coie, we look for self-motivated individuals, dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals.
The Reception and Client Service Coordinator is responsible for all aspects of the client experience by providing consistent, Perkins Coie brand–identifiable, superior personal client service.
The Reception and Client Service Coordinator performs all functions related to reception services to include answering local and firmwide incoming phone calls and addressing inquiries; greeting clients, guests, and vendors while following firm protocol for check-in; managing reservations for conference rooms, hoteling (temporary workspace); coordinating logistics and catering services for internal meetings and events; providing visiting personnel with support to enhance their experience and ensure their needs are met to include meal ordering, dining recommendations, car services, and resources that can help them navigate the local area; assisting with remote reception support to other offices if needed; assisting internal employees with reception-related requests to include providing information, assisting with scheduling, and addressing various needs as they arise; and ensuring that deliveries are directed to the appropriate individuals or departments within the organization, following established policies and procedures.
In addition, as a member of the Perkins Coie LLP business professional team, this position is also responsible for promoting and maintaining the goodwill and reputation of the firm. In this capacity, the Reception and Client Service Coordinator is expected to maintain the highest level of professional conduct and confidentiality.
These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.
- Welcome and greet clients and visitors and ensure proper clearance and routing of guests in accordance with firm policies; notify supervisor of unique situations.
- Receive incoming telephone calls in a professional and timely manner for both the local office and the firm in accordance with the procedures for firmwide telephone coverage.
- Communicate with internal and external clients, either in person or via the telephone, in a courteous and highly professional manner while delivering strong client care.
- Reserve and/or approve conference room requests in accordance with the instructions given; use the firm’s meeting room software; and collaborate with legal practice and executive assistants and other firm personnel, as needed.
- Manage all catering orders for approved meetings and events, collaborate with Hospitality and other firm personnel as needed.
- Follow the firm policies and protocols for catering cost limits, budgets, and billing codes for non-client, internal, and/or practice group–related meetings, department meetings, committee meetings, business professional meetings, internal working lunches, etc. Process and submit catering invoices for approval and payment.
- Ensure the conference rooms and reception area are kept tidy and meet required standards.
- Oversee hoteling, visitor reservations, and inventory in offices and workspaces; accommodate business needs by optimizing available space; ensure that spaces are clean and stocked with basic office supplies and visitor tip sheets.
- Manage all concierge-level requests (i.e., taxis, flowers, etc.) in accordance with the instructions given and ensure adequate records are kept.
- Assist guests with special requests such as printing, food orders, scanning, basic supplies, Wi-Fi passwords, basic technology-related troubleshooting, directions to or recommendations of local restaurants and other businesses, etc.
- Follow the firm policy of Accepting the Service of Legal Papers/Process Servers and notify designated personnel identified in the local office procedures.
- Record documents received, process deliveries, and validate parking, as needed.
- Be vigilant of who accesses the floor, follow the firm’s floor safety policies, and report concerns to the supervisor when necessary.
- Verify guest identification, issue guest name badges, and announce guests in compliance with firm protocol.
- Notify Operations and Administration of janitorial and building maintenance requests.
- Issue loaner card keys to firm employees; provide vendors with vendor card keys as appropriate and maintain accurate records of their disposition; manage and track inventory of cards.
- Participate in team meetings and provide regular feedback; update the local and firm desk books as needed at least every quarter.
- Participate in the onboarding process with new timekeepers and business professionals, highlighting the benefits provided by the firm’s Reception and Client Service Coordinators.
- Assist office administration, legal practice and executive assistants, and timekeepers with clerical overload and special project work.
- Support the Business Operations Department with assigned tasks, which may include administrative contributions to the Marketing, Finance, and Practice Management teams.
- Conduct internet research as directed by timekeepers, legal practice or executive assistants, or guests.
- Maintain a well-groomed and professional appearance in accordance with the firm’s dress code and the office’s expectations for this position.
- Be familiar with, and adhere to, all firm policies.
- Coordinate absences within local office and region; proactively assist other offices in the region in the absence of the regular Reception and Client Service Coordinator, and, when time permits, assist other Reception and Client Service Coordinators.
- Maintain a clean and uncluttered work area, being sure that confidential materials and valuable items are secure.
- Assume responsibility for miscellaneous tasks and special projects as required.
- Know and be able to implement employee safety plans (i.e., fire and emergency plans).
- Perform other duties as assigned.
- Be present at work during regularly scheduled working hours and as needed in the position, consistent with the firm’s attendance expectations.
SPECIFIC SKILLS REQUIRED
- Superb customer service, communication, and interpersonal skills.
- Ability to express self effectively and professionally, both orally and in writing.
- Ability to multitask, solve problems, and handle confidential matters with diplomacy and tact.
- Ability to display an enthusiastic, friendly, courteous, and pleasant demeanor.
- Appropriate interpersonal skills necessary to communicate by telephone and in person with visitors, timekeepers, and business professionals to provide information with courtesy, tact, and professionalism.
- Ability to conduct work with a proven capability of prioritizing workload and balancing multiple projects and deadlines.
- Proficiency with Microsoft Outlook and Word.
- Ability to engage in a high level of interaction with clients, timekeepers, and business professionals to provide a high standard of customer care.
- Ability to work unsupervised, take initiative, and be proactive in approach to work.
- Capacity to display sensitivity and confidentiality at all times with first-class communication skills.
- High ability to self-motivate and act as a resilient, strong team player.
- Willingness to receive first aid, AED, and fire warden training and participate in the firm’s business safety and continuity initiatives.
SPECIFIC SKILLS PREFERRED
- Proficiency in Cisco ARC Attendant telephone system.
- Notary certification.
- Intermediate proficiency in Microsoft Teams, Webex, OneNote, and SharePoint.
EDUCATION AND EXPERIENCE
- A high school diploma or equivalent is required.
- A minimum of three years of office and receptionist experience or progressively responsible guest service experience is required.
- Legal, professional services, or corporate experience is strongly preferred.
*Please note a cover letter is required to be considered for this role.
This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to ten paid Holidays, and family care benefits. More information regarding benefits and programs may be found here.