Alston & Bird's
THE FIRM
As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the "100 Best Companies to Work For" for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston & Bird LLP, our foundation is made of trust, reliability, and compassion.
JOB DESCRIPTION
The Charlotte office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our team!
Under direction of the Administrative Service Manager, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Charlotte Daily Vitals and Red Carpet Service by being professional, caring, resourceful and motivated. An Alston & Bird Guest Services Specialist is proactive in anticipating clients' needs and responds promptly to the requests of customers by aligning services to the customers' needs and schedules. This position operates out of our Charlotte office.
A Guest Services Specialist is a good steward of the Firm's TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.
ESSENTIAL DUTIES
Serve as the first point of contact for greeting all scheduled clients and guests of the Firm with a calm, courteous, and professional demeanor
Provide responsive, personalized telephone service to all Firm business calls in a calm, friendly, and caring manner
Serve as client liaison between other departments and personnel within the firm to address client requests/needs quickly and efficiently
Act as visiting attorney's concierge by submitting and communicating Red Carpet requests, providing access card distribution and tracking, floor maps, office resources and general directions in the local area
Extensive knowledge of EMS to book, run reports and update meeting requests for last-minute additions and troubleshoot scheduling conflicts
Working knowledge of Firm's telephone system, reservation system, and office buildings visitor management / guest badging system
Process guest identification and escort throughout the premises in accordance to ISO policies
Communicate via email the Charlotte Office Vitals which highlights visitors, staff and attorneys out of the office, and upcoming events
Serve as a resource for inquiries about the Firm and areas of law we support
Serve as a liaison between First Responders and Firm Medical Response Team for emergency medical calls
Maintain reception area to be client ready
Ability to provide overtime support as the business needs require, sometimes with little notice
Presenting a professional appearance and professional attire expected
Perform other related duties as assigned by supervisor
SKILLS NEEDED TO BE SUCCESSFUL
Organizational and Task Management
Ability to organize work in a manner that facilitates timely and efficient completion of tasks
Ability to learn and adapt quickly to changing situations with minimal planning/information
Ability to resolve issues quickly and efficiently
Communication and Listening Skills
Strong command of the English language, both verbal and written
Ability to effectively utilize verbal and written communication with colleagues, clients, and other individuals
Ability to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others
Ability to share ideas, feedback, and opinions in a constructive and professional manner
Ability to listen and be open to learning from other people's advice and observations
Performance Standards
Promote a positive attitude about the Firm, your work responsibilities, and the competencies of our department
Understand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private Site
Maintain and follow current policies, benefits, and rules that are posted in the Firm Manual
Maintain and follow all mandatory firm requests, training, and compliance documentation (i.e. Security Awareness Training, HIPPA, etc.)
EDUCATION AND EXPERIENCE
Intermediate knowledge of Microsoft suite, EMS and field-based data entry systems
Previous experience of 3 or more years in a customer service or front desk position at a professional service establishment
High School diploma minimum educational requirement
PHYSICAL EFFORT
Repetitive, substantial movements of the wrists, hands and/or fingers
Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling, and lifting
Talking expressing or exchanging ideas by means of spoken word
Ability to convey detailed or important spoken instructions to other workers accurately
Hearing ability to receive detailed information through oral communication
EQUAL OPPORTUNITY EMPLOYER
Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability you may contact garett.bechdolt@alston.com.
Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate.
As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the "100 Best Companies to Work For" for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston & Bird LLP, our foundation is made of trust, reliability, and compassion.
JOB DESCRIPTION
The Charlotte office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our team!
Under direction of the Administrative Service Manager, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Charlotte Daily Vitals and Red Carpet Service by being professional, caring, resourceful and motivated. An Alston & Bird Guest Services Specialist is proactive in anticipating clients' needs and responds promptly to the requests of customers by aligning services to the customers' needs and schedules. This position operates out of our Charlotte office.
A Guest Services Specialist is a good steward of the Firm's TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.
ESSENTIAL DUTIES
Serve as the first point of contact for greeting all scheduled clients and guests of the Firm with a calm, courteous, and professional demeanor
Provide responsive, personalized telephone service to all Firm business calls in a calm, friendly, and caring manner
Serve as client liaison between other departments and personnel within the firm to address client requests/needs quickly and efficiently
Act as visiting attorney's concierge by submitting and communicating Red Carpet requests, providing access card distribution and tracking, floor maps, office resources and general directions in the local area
Extensive knowledge of EMS to book, run reports and update meeting requests for last-minute additions and troubleshoot scheduling conflicts
Working knowledge of Firm's telephone system, reservation system, and office buildings visitor management / guest badging system
Process guest identification and escort throughout the premises in accordance to ISO policies
Communicate via email the Charlotte Office Vitals which highlights visitors, staff and attorneys out of the office, and upcoming events
Serve as a resource for inquiries about the Firm and areas of law we support
Serve as a liaison between First Responders and Firm Medical Response Team for emergency medical calls
Maintain reception area to be client ready
Ability to provide overtime support as the business needs require, sometimes with little notice
Presenting a professional appearance and professional attire expected
Perform other related duties as assigned by supervisor
SKILLS NEEDED TO BE SUCCESSFUL
Organizational and Task Management
Ability to organize work in a manner that facilitates timely and efficient completion of tasks
Ability to learn and adapt quickly to changing situations with minimal planning/information
Ability to resolve issues quickly and efficiently
Communication and Listening Skills
Strong command of the English language, both verbal and written
Ability to effectively utilize verbal and written communication with colleagues, clients, and other individuals
Ability to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others
Ability to share ideas, feedback, and opinions in a constructive and professional manner
Ability to listen and be open to learning from other people's advice and observations
Performance Standards
Promote a positive attitude about the Firm, your work responsibilities, and the competencies of our department
Understand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private Site
Maintain and follow current policies, benefits, and rules that are posted in the Firm Manual
Maintain and follow all mandatory firm requests, training, and compliance documentation (i.e. Security Awareness Training, HIPPA, etc.)
EDUCATION AND EXPERIENCE
Intermediate knowledge of Microsoft suite, EMS and field-based data entry systems
Previous experience of 3 or more years in a customer service or front desk position at a professional service establishment
High School diploma minimum educational requirement
PHYSICAL EFFORT
Repetitive, substantial movements of the wrists, hands and/or fingers
Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling, and lifting
Talking expressing or exchanging ideas by means of spoken word
Ability to convey detailed or important spoken instructions to other workers accurately
Hearing ability to receive detailed information through oral communication
EQUAL OPPORTUNITY EMPLOYER
Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability you may contact garett.bechdolt@alston.com.
Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate.