Director of First Impressions (Front Desk)

Job Description: Director of First Impressions (DoFI)

Role Objective:

The DoFI at Pandit Law creates positive and professional first impressions for clients and visitors. The main responsibility of the DoFI is to ensure every client understands, believes, and feels deeply that they are Pandit Law’s top priority. The DoFI does this by showing genuine care for their needs.[1] greet and assist all individuals entering the office, while also providing administrative support to ensure smooth operations within the firm.

The DoFI is responsible for extraordinary client services by providing consistent and timely in-person, telephone and email communication. In addition, the DoFI is responsible for managing all aspects of the front desk, processing and distributing mail, and maintaining an efficient and clean office workspace.

My Why:

Most of our clients have been through a devastating, life-altering event such as a fire, hurricane, or some other disaster. They are extremely tense about recovering from this loss. We are often hired because the insurance company treated them poorly, is nonresponsive, and overall did a poor job on their claim. As a result, it is crucial that the DoFI shows tremendous empathy, patience, and grace for every single client every single time.

Job Responsibilities: Answer incoming calls and direct them to the appropriate staff members.

• Serve as the first point of contact for all answering service messages, reviewing, prioritizing, and forwarding messages to the appropriate team member in a timely and professional manner.

When team members are on PTO, proactively return answering service calls to:

• Inform callers when the team member will return and that their message has been received; and/or
• Identify whether another team member can assist them in the interim, escalating as appropriate.
• Greet visitors in a professional manner and direct them to the appropriate person or office.
• Schedule appointments for lawyers and paralegals.
• Manage conference room calendar and schedule room time for depositions and meetings of all types.
• Complete general office tasks, including copying, filing, and faxing various documents at the request of lawyers and paralegals.
• Handle mail (incoming and outgoing), packages, and other deliveries.
• Responsible for a clean and organized working environment in common areas, including the kitchen, copy room, and conference room.
• Set up conference rooms for meetings, depositions, and mediations.
• Complete quarterly cleaning of all laptop screens, monitors, television screens, and keyboards.
• Wipe down the coffee machine, frother machine, and microwave biweekly or as needed.
• Perform required maintenance on the coffee machine as needed.
• Maintain office supplies inventory and proactively report low stock.
• Provide administrative support as needed.
• Greet visitors in a professional manner and direct them to the appropriate person or office.
• Schedule appointments for lawyers and paralegals.
• Manage the conference room calendar and schedule room time for depositions and meetings of all types.
• Complete general office tasks, including copying, filing, and faxing various documents at the request of lawyers and paralegals.
• Handle incoming and outgoing mail, packages, and other deliveries.

Critical Role Competencies:

• Builds and maintains client satisfaction through excellent customer service
• Deeply ‘Service Minded’ – always advancing client interests through exemplary and regular communication with clients
• Effectively communicates with other staff members, clients, and incoming callers
• Takes personal responsibility for the quality and timeliness of work, and achieves results with minimal oversight
• Earns others’ trust and respect through honesty, integrity, and professionalism in all interactions
• Diligently attends to details and pursues quality in accomplishing tasks
• Responds to setbacks with renewed and increased efforts; is persistent in the face of difficulty
• Adapts to changing business needs, conditions, and work responsibilities
• Works through a variety of situations, individuals, groups, and varying customer needs
• Rigorous documentation of key information in Litify – success is achieved when a full understanding of claim developments and handling timeline may be obtained from the case notes provided in Litify without further explanation

Cultural Fit:

• Demonstrates Pandit Law’s Core Values daily in personal conduct and interaction with fellow team members.
• Respectful and mindful
• Well-developed listening skills
• Excellent Client Service skills
• Organized and able to take direction
• Comfortable working independently while also being committed beyond personal work to care about the team’s overall performance.
• Demonstrates a team-oriented mentality by providing training to all Team Members regularly and by showing an understood responsibility to help all Team Members because their struggle is our struggle.

Technical Skills

• Comfortable working with productivity tools on phones and desktops, virtually and in person.
• Fluent in Tech Stack including Litify, RingCentral, Slack, Calendly and MS Office 365 applications.

[1] Most of our clients have been through a devastating, traumatic event such as a fire, hurricane, or some other disaster. They are extremely tense about recovering from this loss. We are often hired because the insurance company treats them poorly, is nonresponsive, and overall did a poor job on their claim. As a result, it is crucial that the DoFI shows tremendous empathy, patience, and grace for every single client every single time.

Pay: From $40,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• This is a Monday-Friday 8:30am-5:30pm role. Are you able to work within the required hours of the role?

Experience:

• Administrative: 3 years (Required)
• Multi-line phone systems: 3 years (Required)
• Phone etiquette: 3 years (Required)

Location:

• New Orleans, LA 70139 (Preferred)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• New Orleans, LA 70139 (Required)

Work Location: In person

Salary : $40,000