Yes, be forwarned, it's yet another work rant. You've probably figured out
that I work as a receptionist for a law firm. We're a very busy (yet small
~20 or so employees) client centered law firm. And for the past month or so,
one person ONE (me) is expected to answer every single phone call that comes
in. I'm sorry, but that is impossible. Don't get me wrong, it *would* be
possible if all I was doing was re-directing the calls to the appropriate
staff or voicemail. But no, in addition to answering every. single. call -
I'm also expected to give basic information to potential clients, schedule
client/new client appointments (of which some appointment calls can last ~5
minutes or longer, especially if they want to give me their whole friggen
life story) as well as greet clients coming into an appointment - which
includes (if they're new clients) giving them paperwork to fill out & taking
a polaroid picture of them for our file & offering them something to drink.
Not to mention that when I *do* try to redirect calls and the person the
caller is tyring to reach is not there (or doesn't want the call) and I
offer voicemail, many times the caller will
stammer/whine/complain/hmmm&haaaaa over whether or not they want to leave a
message ... meanwhile I have 5 other lines I'm expected to pickup in the
queue...not like I can put them on hold while they make up there mind trying
to decide if they want to leave a message or not (or maybe I could...but
then I'd just come off as plain old rude & uncaring) OR the staff I'm trying
to tell that has a call is hmmmmm/haaaaaing over whether or not they want to
take it ... and meanwhile 5 more calls are coming in. Our telephone system
does not work on "transfer" - I can't "transfer" calls to someone's
extentions. I actually have to CALL them and say "hey you have a call..you
want it or not?". Not to mention certain staff's spouses who call 20 times a
day. (You want me to get every call - tell your loser of a husband not to
call you every 45 minutes) I have very little respect for the office manager
as it is - so I'm just going to keep doing what I'm doing up here. I'm doing
my best with what they've given me - and if I'm not doing a good enough job
- fuck it, fire me then - I'd love to collect unemployment while I hunt for
another job.
However, on a more positive note - they've actually gotten around to hiring
a new "Client Services Administrator" (been like a month) so hopefully now
I'll actually get some "back-up" or some of the more difficult callers I can
shove off on someone else.
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