Receptionist Supervisor

The Front Desk Receptionist Supervisor will lead, supervise, and train the front desk receptionist and new hire desk staff. This role ensures that all receptionist duties are performed efficiently and that high standards of professionalism are maintained in all client-facing interactions. The supervisor will monitor performance through Key Performance Indicators (KPIs), listen to recorded calls for quality control, and lead daily huddles to keep the team aligned with the firm's goals. Additionally, the supervisor will handle administrative duties, including managing phone calls, appointments, client intake, payments, mail, and emails, ensuring the front desk operates smoothly.

$33,000 - $38,000

Supervision & Training:

• Supervise the front desk receptionist and new hire desk.
• Conduct regular training sessions to ensure all staff are familiar with phone scripts, customer service standards, and administrative procedures.
• Lead daily huddles to discuss goals, upcoming tasks, and challenges.
• Review and evaluate call performance through recorded calls to ensure high-quality customer service and adherence to the firm's approved phone scripts.

Phone and Client Management:

• Answer phones and transfer calls using approved scripts.
• Return calls in a timely manner and determine the type of caller for proper call routing.
• Train staff on proper greeting protocols and how to politely receive and attend to walk-in clients.
• Ensure client sign-in forms are kept up to date and that staff are properly documenting client and potential new client (PNC) interactions.

Appointments & Payments:

• Oversee the scheduling of appointments and ensure staff handle payments accurately.
• Supervise the process of receiving, scanning, and archiving documents, evidence, and receipts from clients and PNCs.

New Hire Processes:

• Supervise the in-person new hire process, ensuring all necessary steps, documentation, and signatures are completed.
• Ensure that new hires are trained on reception duties, phone scripts, and client interaction protocols.

Mail & Email Management:

• Supervise the sorting and distribution of mail and packages, ensuring documents and evidence are scanned and archived as necessary.
• Oversee the management of the office email, including replying, forwarding, and organizing communications.

Cash Management:

• Oversee cash log uploads and ensure staff handle cash payments securely and accurately.

Administrative Duties:

• Ensure the front desk and lobby are kept clean and presentable.
• Supervise the stocking and cleanliness of the client's bathroom.
• Ensure all office supplies, including the bathroom supplies, are replenished as needed.

Key Performance Indicators (KPIs)

Call Handling:

• Maintain a 90% or higher call completion rate for all inbound and outbound calls using approved scripts.
• Review at least 5 recorded calls weekly to ensure adherence to standards.

Client Interaction:

• Ensure that 95% of clients and PNCs are greeted and served within 2 minutes of their arrival.
• Client satisfaction rate of 90% or higher based on client surveys or feedback.

Payment and Appointment Accuracy:

• Zero errors in payment processing and appointment scheduling.

Document Management:

• 100% of received documents, evidence, and receipts to be scanned and archived within 24 hours.

Skills & Qualifications

• Proven experience in a supervisory role, preferably in a legal, administrative, or front desk setting.
• Strong communication skills, with the ability to lead, train, and manage a team.
• Excellent organizational skills, attention to detail, and time management.
• Proficiency in managing multiple tasks such as phone systems, client interactions, mail, and administrative duties.
• Ability to remain calm and professional under pressure, especially when dealing with clients or PNCs.
• Proficiency in office management software such as Microsoft Office Suite and Google Workspace.

Preferred Qualifications

• Experience working in a law firm or customer service role.
• Bilingual proficiency (English and Spanish) is highly desirable.
• This role is essential in ensuring that Vasquez Law Firm continues to deliver exceptional service and maintains its high standards of professionalism. If you have leadership skills, a commitment to client service, and a passion for building a well-functioning team, we encourage you to apply.

About Vasquez Law Firm, PLLC

With more than 35 years of combined legal experience, we know what is at stake, and we know how to get results in a wide range of practice areas. If you are facing a difficult situation, we are ready to put our experience and client-focused approach to work for you and your family.

We help immigrants and their families navigate the legal aspects of immigration, criminal defense, personal injury, and workers' compensation issues in their own language, connecting them with resources to improve their lives far beyond their court cases.

If you have the drive and the skills to contribute to our mission and are ready to take on this challenging yet rewarding role, we would love to hear from you.