Receptionist, New York

About the role

• About Company ---

The Opportunity

The Client Success Receptionist is the welcoming voice and face of TopDog Law, creating positive first impressions for clients, medical providers, courts, and other callers. As the first point of contact, this role plays a critical part in delivering an exceptional client experience by providing compassionate, professional, and efficient service with every interaction.

This position is responsible for answering and routing inbound calls, resolving routine client inquiries, and ensuring callers are connected with the right person as quickly as possible. Beyond the phones, the Client Success Receptionist manages the daily flow of incoming and outgoing mail, ensuring legal documents, checks, and other time-sensitive correspondence are accurately processed, tracked, and distributed.

Success in this role requires outstanding communication skills, exceptional attention to detail, and a genuine passion for helping others. The ideal candidate thrives in a fast-paced environment, embraces technology, remains calm under pressure, and takes pride in delivering a seamless experience that reflects TopDog Law's commitment to outstanding client service.

What You Will Own

Client Experience

• Serve as the first point of contact for clients, medical providers, courts, and business partners by answering inbound calls through Genesys Cloud with professionalism, empathy, and urgency.
• Deliver an exceptional client experience by resolving common questions on the first interaction whenever possible and minimizing unnecessary call transfers.
• Route callers to the appropriate attorney, paralegal, case owner, or department using established call routing procedures.
• Accurately document client interactions, update case information, and maintain detailed records within Filevine and other internal systems.
• Monitor voicemail queues and ensure messages are routed or addressed within established service level expectations.
• Protect the confidentiality of all client and firm information in accordance with company policies and legal requirements.

Mail & Office Operations

• Receive, sort, scan, distribute, and prepare incoming and outgoing mail, including legal documents, settlement checks, certified mail, and other time-sensitive correspondence.
• Coordinate with attorneys, paralegals, and administrative staff to ensure documents and mail are delivered accurately and promptly.
• Prepare overnight shipments, courier packages, and certified mail as needed.
• Maintain organized mail logs, tracking records, and chain-of-custody documentation where applicable.
• Assist with general office administrative responsibilities, including filing, scanning, copying, inventory management, and maintaining office supplies.

Operational Excellence

Meet or exceed established service level expectations for responsiveness, quality, professionalism, and client satisfaction.

Identify opportunities to improve workflows, client experiences, and operational efficiency.

Support firm-wide initiatives, process improvements, and special projects as assigned.

Perform other client support and administrative duties as needed to support business operations.

What You Bring

• Required: High school diploma or equivalent required.
• Previous receptionist, customer service, call center, or administrative experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable learning and utilizing technology including Genesys Cloud, Filevine, Microsoft Office, Google Workspace, and other business applications.
• Professional phone etiquette and strong interpersonal skills.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Strong problem-solving skills and a client-first mindset.
• Ability to work independently while collaborating effectively with multiple departments.
• Prior experience in a legal office or professional services environment is preferred but not required.

Who Thrives Here (Core Values)

• We don't hire on resumes alone. We hire for competence, character, and mindset.
• Embrace Change: Open to feedback, embracing change, and always asking "what's next?"
• Committed: You care deeply, have your teammates' backs, and show up to build something lasting.
• No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door.
• Ownership: You do what you say, follow through, and treat the business like it's yours.
• Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact.

Base Salary

$43,400 and $52,100, commensurate with experience

Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor.

Benefits include

Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave.