Workplace Experience 24/7 Agent

About Latham & Watkins

Latham & Watkins is one of the world's leading global law firms advising the businesses and institutions that drive the global economy. We are the market leaders in major financial and business centers around the world. Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture. If you aspire to be the best, and work with the best, this is where you belong.

About the Role

The Workplace Experience (WE) 24/7 Agent is an integral part of Latham's Workplace Experience team. This role will be responsible for supporting customers in a virtual fast-paced setting via telephone, email, and chat four days per week while working alongside the local Washington, D.C. Workplace experience team in-person one day per week allowing for flexibility as business needs may change week to week. The onsite role will consist of reception desk support, conference room setup, and visitor support. This role will be located in our Washington DC office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The shift for this role will be Sunday - Thursday, 7:00 am - 3:30 pm ET.

Responsibilities & Qualifications

Other key responsibilities include:

• Curating experiences in the workplace to make the internal and external client feel valued, part of the community, and always impressed by the level of service
• Providing high touch customer service to all visitors and guests
• Contributing to a team environment that ensures all WE Agents are equally taking ownership of department tasks and responsibilities
• Ensuring cross-departmental collaboration to guide an inquiry to the appropriate resource
• Acting as the liaison for the WE staff in the local offices to facilitate all types of requests and providing information to allow for a seamless experience for the customer
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

We'd love to hear from you if you:

• Demonstrate excellent communication skills both written and verbal
• Possess exceptional customer service skills with the intention to go above and beyond for every request
• Display the ability to assess situations and take action without the direction of others

And have:

• A high school diploma or equivalent
• A minimum of three (3) to five (5) years of prior workplace experience, receptionist, technology, hospitality, or inbound customer service call center experience, preferably
• Administrative experience and familiarity with professional services organizations, preferably

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham's comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.

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Pay Range

USD $60,000.00 - USD $70,000.00 /Yr.