Workplace Experience 24/7 Agent

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

The Workplace Experience (WE) 24/7 Agent is an integral part of Latham’s Workplace Experience team. This role will be responsible for providing the best-in-class customer service support to clients and personnel requesting reception, facility, conference room, emergency notification, and travel support services, while utilizing a customer interaction system to provide high-quality, knowledgeable, consultative customer service, and administrative support for workplace experience-related tasks. This role will be located in our New York office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The hours for this position will be 9:00 am - 5:30 pm.

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

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.

Please click here to view the full job description for this role.

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