At LEX Reception, the belief that people, not bots, should answer calls for law firms is at the heart of everything we do. Alyce Costello, a dedicated receptionist based in Tampa, Florida, embodies this value daily. With nearly two years at LEX, Alyce shares her journey, her passion for connecting with people, and why she believes human interaction is irreplaceable in her role.

Finding Purpose in Connection

Alyce’s path to LEX began after 21 years as a military spouse and stay-at-home mom. With her kids heading off to college, she sought a new sense of purpose. “I wanted to re-enter the workforce and work from home,” she explains. “With a degree in Communications, I was drawn to a role where I could grow, learn, and connect with people. LEX gave me that opportunity.”

What keeps her motivated? The chance to make a difference. “Most people calling a law firm are dealing with something stressful or challenging. Being their first point of contact allows me to offer a calm, compassionate start to their journey. That makes me feel good.”

A Day in the Life

Alyce’s day starts early – very early. By 4:30 A.M., coffee in hand, she’s ready to support callers facing some of the most challenging moments of their lives. “Whether I’m transferring a call, doing an intake, or simply offering a kind voice, every interaction matters,” she says.

Her role goes beyond answering calls. Alyce mentors new team members, helping them build confidence in handling the various situations they encounter. “I love sharing tips and tricks with my teammates. It’s rewarding to see them grow.”

The Emotional Side of the Job

Working as a LEX receptionist isn’t just about answering phones – it’s about being steady in moments of chaos. “Every day, I take calls from people going through some of the hardest times in their lives.” Alyce shares. “These callers need compassion, understanding, and a clear way forward.”

While the emotional weight of the job can be challenging, Alyce finds support in her team and the company. “LEX is very understanding. They encourage us to take a moment to reset after tough calls. We’re all human and in this life together, and it’s natural for these situations to affect us at our core.”

Why People, Not Bots, Matter

For Alyce, the value of human connection is clear. “A bot can’t offer compassion or genuine empathy. It can’t mirror a caller’s emotions or make conversation. These traits are essential for creating a great first impression.”

She recalls one particularly memorable call: a grandfather who had run his truck off the road and was hiding in the woods, scared and crying. “It was the middle of the night, and he was cold and desperate. I connected him with an on-call attorney, but I’ll never forget how scared he sounded. I still wonder what happened to him.”

Making a Difference, One Call at a Time

Alyce sees herself as an extension of the law firms she represents. “When someone calls a law firm, they’re often under stress. I aim to give them a great first impression by supporting them with professionalism and compassion. Existing clients need to feel heard and reassured, too. I gather the details to help the attorney take the next steps.”

Her work has also given her a new perspective on the legal industry. “I never realized how many legal issues people face, often unexpectedly. It’s taught me to approach every call with patience and compassion.”

A Final Thought

If there’s one thing Alyce wants readers to take away, it’s this: “I’m not just answering phones. I’m showing up daily to be the calm in someone else’s chaos. Whether it’s a car accident, an eviction, or something even more unexpected, I’m often the first voice they hear. Every caller deserves to feel heard, helped, and cared for – and I get to be that someone.”

With her dedication, empathy, and belief in human connection, Alyce exemplifies what makes LEX Reception special: real people making a difference, one call at a time.