Receptionist, Tennessee Office

What You’ll Do

• 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.
• Rout 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.
• Receive, sort, scan, distribute, and prepare incoming and outgoing mail, including legal documents, settlement checks, certified mail, and other time-sensitive correspondence.
• Cook up overnight shipments, courier packages, and certified mail as needed.
• Maintain organized mail logs, tracking records, and chain-of-custody documentation where applicable.
• Aid with general office administrative responsibilities, including filing, scanning, copying, inventory management, and maintaining office supplies.
• 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.

Required

• A 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.

The Role

This role is critical to our success because it directly impacts clients, revenue, case outcomes, and team efficiency. It supports speed, quality, and consistency as we scale, helps protect and elevate the TopDog Law brand and client experience, and strengthens the foundation needed to grow responsibly and sustainably.

Pay Range

The pay range for this role is 21 - 26 USD per hour in Nashville, TN.

Location

Nashville, TN

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