Job Description

San Francisco Guest Services Representative

Cooley is seeking a Guest Services Representative to join the San Francisco office.

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/IS 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 the telephone and take complete and accurate messages for attorneys/staff/clients or direct caller to voice mail, when appropriate
• Greet, announce and log in all visitors. Collect information to register visitors, input information and send email confirmations
• Schedule visiting offices and coordinate with Guest Services Manager to assign administrative support, when needed
• Responsible for Daily visitor list
• 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 Meeting Room Manager Scheduling (EMS) for conference rooms. Work closely with the Guest Services Manager and Information Services (IS) teams to ensure meetings run smoothly. Respond promptly to conference room requests or questions, providing excellent customer service when resolving issues
• Direct people with a positive attitude
• Be aware of firm personnel coming and going. Create, propose, and utilize systems to carry out this task in an efficient manner. Inform relief receptionist of lawyer and staff whereabouts during the day
• Direct inquiries from clients, guests and employees who reach out to Facilities, and Guest Services team, where applicable
• Call for taxis as needed and issue taxi vouchers. Maintain taxi record log
• Greet and record/log visiting attorneys and personnel from other Cooley offices and inform IS and Office Services staff of visitors
• 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
• Where applicable, work with Guest Services Manager for resolution when schedule conflicts arise
• All other duties as assigned

Skills and 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
• Prior customer service or receptionist experience

Preferred:

• College degree
• Prior 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 $29.00 - $36.00 ($60,320.00 - $74,880.00 annually).

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.