Administrative Assistant | Centennial

Please Note: This is a position that is a hybrid of two jobs of a contact center sales specialist and an administrative assistant. This position will ultimately be for our Centennial Office (8000 South Chester Street, Suite 125, Centennial, Colorado 80112) but will train for 1-2 weeks in Denver Hampden office (7555 E Hampden Avenue Denver, CO 80231)

Position Summary: The Contact Center/Administrative assistant is responsible for handling a wide range of calls from potential and existing clients, attorneys, and other individuals, ensuring every interaction is handled effectively and with the utmost professionalism. The Contact Center Sales Specialist side will work within the scope of responsibilities outlined below with guidance and support from the Sales Operations leadership team. The Administrative Assistant side is responsible for providing a professional and positive first point of contact for visitors or clients either in person, over the phone, or via electronic means. The Administrative Assistant will work within the scope of responsibilities outlined below with guidance and support from the Sales Operations leadership team.

SALARY: $24.75 per hour

SCHEDULE: Monday - Friday - 8:30 am - 5:30 pm

ESSENTIAL FUNCTIONS FOR CONTACT CENTER: • Serve as the first point of contact for incoming referrals, representing requisite compassion and professionalism in line with the firm’s service model and values. • Manage incoming calls or LiveChat communications with efficiency, working toward successful resolution of inquiries and concerns. Assist with follow-ups on appointments scheduled via our online scheduler. • Promptly determine potential clients’ needs; offer paid consultations to clients as appropriate to their legal needs. • Use effective sales strategies to offer legal services and successfully onboard new prospective clients to the firm. • Ensure accurate and appropriate protocol is followed with each call according to established quality standards and guidelines. • Provide effective customer service while obtaining client information. • Capture accurate and detailed data in the firm’s client management system. • Appropriately route incoming calls when necessary. • Facilitate in-person client interactions as necessary or required. • Meet qualitative and quantitative performance goals; achieve all objectives for service, productivity, schedule adherence, and quality. • Demonstrate a team-oriented work style of cooperation and collaboration. Communicate and work effectively with individuals across the firm to accomplish goals and resolve problems. • Comply with all confidentiality requirements, appropriately safeguarding clients’ private and confidential information. • Adapt quickly to frequent process changes and improvements.

ESSENTIAL FUNCTIONS FOR ADMINISTRATIVE ASSISTANT: • Warmly greet visitors to the office, representing requisite compassion and professionalism in line with the firm’s service model and values. • Provide successful customer service by managing incoming calls with efficiency, working toward successful resolution of inquiries and concerns. Appropriately route incoming calls. • Use effective sales strategies to offer legal services and successfully onboard new prospective clients to the firm. • Capture accurate and detailed data in the firm’s client management system. • Assist in opening and closing client files, ensuring organizational standards are met. • Accept cash, check, and credit card payments in person and over the phone. Accurately apply payments to clients’ records. • Maintain accurate records for all financial transactions. • Perform bank runs to deposit payments. • Provide administrative support with meticulous attention to detail such as data entry, file management, mailing, faxing, and other clerical tasks. • Manage incoming and outgoing mail, packages, and deliveries, ensuring timely distribution to the intended recipients. • Keep all areas within the office tidy and organized, ensuring a professional and welcoming environment for visitors and co-workers. • Manage conference room scheduling and set-up, including requests for catering and other meeting needs or requirements. • Proactively ensure any required computer and audio-visual equipment for scheduled meetings is set up and functioning properly. • Identify and escalate potential safety concerns related to in-person client interactions. • Communicate facilities maintenance issues or concerns with the firm’s Office Manager. • Meet qualitative and quantitative performance goals; achieve all objectives for service, productivity, schedule adherence, and quality.

OTHER RESPONSIBILITIES: • May perform any additional responsibilities or special projects as required. • Duties and responsibilities are subject to change based upon the needs of the office or firm. • May provide cross-functional support as business needs demand.

MINIMUM REQUIREMENTS: • 2+ years of customer service or sales experience. • Experience in a contact or call center environment preferred. • Experience in a legal services environment a plus. • Working knowledge of computer/data entry with the ability to learn new systems. • Basic knowledge of Google applications.

EXPECTED COMPETENCIES: • Friendly, professional, and effective communications skills. • Ability to handle complex calls or situations with patience, poise, and professionalism. • Strong active-listening and verbal-communication skills. • Strong negotiation skills and ability to close sales. • Willingness and ability to provide exceptional customer service. • Ability to effectively capture detailed data while speaking/conversing. • Strong attention to detail, ensuring accuracy and efficiency in all tasks. • Able to manage and prioritize multiple tasks, work autonomously, and meet deadlines. • Ability to work well in a team environment that promotes inclusiveness and communication among team members. • Cultural Competence.

PHYSICAL DEMANDS: The physical demands described below represent those that must be met by an employee to successfully perform the essential functions of this job. Employees may request reasonable accommodation if and as necessary to perform the essential functions. While performing the job responsibilities, the employee is required to remain in a stationary position most of the time (stand or sit). The employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is regularly required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities this job requires include close vision and the ability to adjust focus.