Call Services Specialist at Ricoh in Phoenix, AZ

• Answer and transfer high‑volume inbound calls promptly and professionally.
• Route calls accurately to lawyers, business professionals, practice groups, and administrative teams across multiple locations.
• Take complete and accurate messages, including caller details, urgency, and preferred response method.
• Provide approved general information such as office contacts, directions, and routing assistance.
• Recognize urgent or sensitive matters and escalate them according to established procedures.
• Update automated messaging systems and maintain current knowledge of directories, call‑handling procedures, and time‑zone differences.

• Identify recurring call‑routing issues or service gaps and share feedback to improve operations.
• Serve as a model for the organization’s mission, vision, and values while building strong professional relationships across teams.

• High school diploma or equivalent required.
• 1–3 years of prior switchboard, reception, call center, or client service experience preferred.
• Experience in a law firm or professional services environment preferred.

• Excellent verbal communication skills and a polished, professional phone presence.
• Strong listening skills, judgment, and attention to detail.
• Ability to manage a high volume of calls with accuracy and composure.
• Strong organizational skills and dependable follow‑through.
• Ability to work effectively with multiple offices and teams across the country.
• Proficiency with multi‑line phone systems, Microsoft Office (Word, Excel), and call‑handling or ticketing tools.
• Excellent customer service skills and the ability to work collaboratively in a team environment.
• Ability to maintain confidentiality and handle sensitive situations appropriately.

• Standard office environment with normal lighting, temperature, and noise levels.
• Work involves sitting for extended periods 
• Regular use of a computer, phone system, and other office equipment requiring moderate dexterity and hand‑eye coordination.
• Must be able to interpret and apply complex information and communicate clearly with diverse audiences.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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