Guest Services Specialist - Alston & Bird's : Job Details

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 [email protected]. 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.