Client Success Representative-Front Desk

Position Summary

The Client Success Representative – Front Office Administrator (CSRFA)creates a professional, welcoming, and organized front office experience for DRDA clients, guests, and team members.

This role serves as a pivotal point of contact for the firm and supports daily office operations through visitor reception, telephone coverage, client service coordination, document and mail management, meeting support, office supply administration, and general administrative projects.

As a key member of the Administrative Team, the Client Success Representative – Front Office Administrator represents the DRDA brand in every interaction. Success requires sound judgment, confidentiality, initiative, strong follow-through, attention to detail, and the ability to remain composed and responsive while managing changing priorities in a busy professional-services environment.

Measures of Success

•Delivers a consistently professional, courteous, and responsive experience for clients, guests, callers, and team members.

•Completes recurring front office and administrative responsibilities accurately, on time, and with minimal follow-up.

•Maintains an organized, secure, and meeting-ready office environment throughout the business day.

•Communicates delays, issues, or changing priorities proactively and follows matters through to resolution.

•Protects confidential client and employee information and consistently follows established procedures.

•Uses technology, systems, and available tools to improve efficiency, accuracy, and service.

Key Responsibilities

Client and Visitor Experience

•Greet and direct clients, guests, vendors, and team members in a professional, friendly, and hospitable manner.

•Answer telephone calls promptly and professionally; route calls, take accurate messages, and ensure appropriate follow-up.

•Maintain the visitor area and complete front office opening and closing responsibilities, including securing doors and turning off lights as assigned.

•Anticipate client and team needs, maintain composure during busy periods, and address routine service issues using sound judgment.

Client Service and Scheduling Support

•Set up, troubleshoot, and maintain client portals using established procedures.

•Contact clients regarding completed work and coordinate tax return pickup, delivery, and return of paper documents.

•Confirm and collect payment when clients call-in or pick up completed work in accordance with firm procedures.

•Support business development initiatives for prospective client leads and facilitate the transition of prospects to the appropriate business development or department managers.

•Execute established processes and procedures, including sending DRDA introduction emails, creating and maintaining prospect folders, and scheduling meetings between prospective clients appropriate business development or department managers. Ensure timely communication, accurate documentation, and seamless coordination across internal teams to deliver a positive client experience and support business growth.

•Schedule client and internal meetings as assigned, including meetings for the Managing Partner, and communicate changes promptly.

•Ensure timely communication, accurate documentation, and seamless coordination across internal teams to deliver a positive client experience and support business growth.

Mail, Document, and Communication Management

•Receive, sort, scan, save, route, and distribute incoming mail accurately and on time.

•Prepare and coordinate outgoing mail and express delivery services, including UPS and FedEx.

•Prepare certified mail, deliver packages and mail to the post office or drop location if needed, retain receipts and proof of delivery, and maintain required tracking records.

•Print and mail invoices as requested

•Monitor, send, and distribute faxes from the fax inbox.

•Perform administrative and clerical work, including typing, copying, scanning, faxing, binding, and document preparation.

Office and Meeting Operations

•Maintain office, kitchen, and break room supplies; conduct inventory and place approved orders before shortages occur.

•Maintain the staff break room and run the dishwasher at the close of business each day.

•Keep conference rooms and the boardroom clean, organized, stocked, and meeting-ready throughout the day.

•Coordinate maintenance and service of office equipment, including copy machines, fax machines, and the postage meter.

•Manage catering and lunch meeting orders with required prior approval from manager-level authority depending on the occurrence.

•Decorate for office holidays and support a professional, welcoming office environment.

Administrative and Team Support

•Complete assigned administrative projects with clear ownership, accurate execution, and timely follow-through.

•Provide support to managers and team members while appropriately prioritizing requests and confirming deadlines.

•Identify recurring issues or inefficient processes and recommend practical improvements.

•Perform other related duties as assigned based on business needs.

Required Qualifications

•High school diploma or equivalent required; associate degree in Business Administration or a related field preferred.

•Two to four years of related administrative, front office, client service, or clerical experience preferred.

•Demonstrated ability to organize, prioritize, and complete recurring responsibilities and projects.

•Proficiency with Microsoft 365 and Adobe Acrobat; ability to learn client portals, document management systems, scheduling tools, and other business applications.

•Accurate keyboarding and data-entry skills.

•Availability during normal business hours and willingness to work approved overtime, after hours, and/or weekends when required by business demands.

Skills, Competencies, and Expected Behaviors

•Client service orientation with polished written, verbal, telephone, and in-person communication skills.

•Ownership and initiative: anticipates needs, takes appropriate action, and does not wait to be repeatedly directed.

•Consistent follow-through: tracks commitments, meets deadlines, and closes the loop with stakeholders.

•Exceptional attention to detail, accuracy, organization, and problem-solving ability.

•Ability to manage multiple priorities, interruptions, and time-sensitive requests without losing professionalism.

•Ability to work independently while seeking clarification or escalating issues when appropriate.

•Discretion and sound judgment when handling confidential client, employee, and firm information.

•Reliability, punctuality, cooperation, adaptability, and a positive, solutions-oriented approach.

•Willingness to use approved technology, including AI-enabled tools, to improve administrative efficiency while following DRDA confidentiality and information-security requirements.

•Ability to build knowledge of DRDA services, purpose, brand promise, values, policies, and operating procedures.

Living the DRDA Values

The Front Office Administrator is expected to represent the Firm's Mission, Vision, and Values through daily decisions and interactions:

•Excellence in Service: Provide timely, accurate, proactive, and professional support to clients and colleagues.

•Respectful Relationships: Communicate courteously, protect confidentiality, and treat internal colleagues as valued clients.

•Growth & Development: Seek feedback, learn new systems and processes, and contribute ideas that improve the firm.

•Wellbeing: Help maintain an organized, supportive, and professional environment for clients and team members.

Work Environment and Physical Demands

This position works in DRDA's office environment and regularly interacts with clients, guests, internal staff, vendors, and administrative leadership. The role requires consistent on-site presence, professionalism, confidentiality, organization, and a strong service mindset.

•Frequently or continually required to sit and use hand and finger dexterity.

•Continually required to talk, hear, read information, use a keyboard, and operate office equipment.

•Occasionally required to stand, walk, bend, stoop, and/or kneel.

•Occasionally required to lift, push, or carry heavy items.