V102 - Receptionist | Reception and Administrative Support Specialist

## About the Role The Reception & Administrative Support Specialist role is a pivotal position within a fast-paced personal injury law practice, requiring a highly organized and dynamic individual. This role is ideal for someone who thrives in structured, KPI-driven environments and enjoys being the first point of contact for clients. The successful candidate will play a key role in managing high-volume communications, maintaining accurate records, and ensuring urgent matters are addressed promptly.

Day-to-day, this role involves a significant amount of client interaction, whether through managing inbound and outbound communications, scheduling appointments, or simply being the welcoming face of the practice. Given the nature of the work, it's crucial for the Reception & Administrative Support Specialist to maintain a professional demeanor at all times, ensuring client satisfaction and efficient internal workflow.

The team context for this role is collaborative, with a focus on workflow efficiency and client satisfaction. While the specific reporting structure may vary, it's clear that this position requires someone who can work effectively in a team environment, supporting internal coordination and ensuring that tasks are completed within the structured, KPI-driven system.

## What You Will Do - Manage and maintain organized and up-to-date client records and documentation, ensuring accuracy and compliance with company standards.

• Document all communications accurately within the CRM system, adhering to established protocols.
• Schedule appointments and manage calendars as needed, prioritizing tasks to prevent backlogs.
• Handle inbound and outbound client communications with professionalism and urgency, addressing client queries and concerns in a timely manner.
• Prioritize urgent matters and implement strategies to prevent task backlogs, ensuring that deadlines are consistently met.
• Conduct timely follow-ups to ensure that tasks are on track and clients are updated on their cases.
• Support internal team coordination and workflow efficiency, contributing to a positive and productive work environment.
• Complete assigned tasks within the structured, KPI-driven system, consistently meeting performance goals.
• Handle high-volume calls while maintaining accuracy and efficiency, utilizing excellent communication skills to de-escalate any client issues.
• Utilize CRM systems and VoIP phone systems proficiently, ensuring seamless integration with other tools and systems.

## What We Are Looking For - Experience working in a KPI-based or performance-tracked environment, with a proven ability to meet and exceed targets.

• Previous experience in legal, personal injury, or client-facing administrative roles, with a deep understanding of the importance of client satisfaction.
• Ability to manage high call volumes with professionalism and urgency, maintaining a high level of accuracy and efficiency.
• Experience with CRM systems, with the ability to learn and adapt to new systems as required.
• Experience with VoIP phone systems, and proficiency with email and calendar management tools.
• Strong verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
• High sense of urgency and accountability, with a proactive approach to task management and problem-solving.
• Detail-oriented with strong organizational abilities, capable of prioritizing tasks effectively in a fast-paced environment.
• Deadline-driven and process-focused, with the ability to work under pressure while maintaining a high level of accuracy.

## Nice to Have - Previous experience in a remote work setting, with a self-motivated approach to work and a strong ability to work independently.

• Certification in administrative assistance or a related field, demonstrating a commitment to professional development and excellence.
• Bilingual or multilingual skills, enhancing the ability to communicate with a diverse range of clients.

## Benefits and Perks - Competitive compensation package, with opportunities for professional growth and development.

• Comprehensive benefits plan, including health, dental, and vision coverage, as well as a 401(k) plan.
• Generous PTO policy, allowing for a healthy work-life balance and the opportunity to recharge.
• Remote work stipend, supporting the transition to and maintenance of a home office setup.
• Ongoing training and development opportunities, ensuring that skills and knowledge are up-to-date and aligned with industry best practices.
• Great Place to Work Certification, reflecting the company's commitment to employee satisfaction and well-being.

- To stand out in your application, ensure your resume and cover letter are tailored to highlight your experience in administrative roles, particularly in legal or client-facing environments.

• Prepare to discuss specific scenarios where you managed high-volume communications, prioritized tasks under pressure, and ensured client satisfaction.
• Familiarize yourself with CRM systems and VoIP phone systems, as proficiency in these tools is essential for this role.
• Be ready to demonstrate your ability to work in a structured, KPI-driven environment, with examples of how you've met or exceeded performance targets in previous roles.
• During the interview, ask questions about the company culture, the team you'll be working with, and opportunities for growth and development to show your interest in the position beyond the job description.
• Consider creating a portfolio or examples of your work, such as documents you've created or processes you've improved, to demonstrate your skills and attention to detail.