{"id":4913,"date":"2025-09-01T16:00:01","date_gmt":"2025-09-01T16:00:01","guid":{"rendered":"https:\/\/www.lexreception.com\/blog\/?p=4913"},"modified":"2025-09-04T10:43:55","modified_gmt":"2025-09-04T10:43:55","slug":"the-human-touch-an-interview-with-alyce-costello-lex-receptionist","status":"publish","type":"post","link":"https:\/\/www.lexreception.com\/blog\/meet-your-team\/the-human-touch-an-interview-with-alyce-costello-lex-receptionist\/","title":{"rendered":"The Human Touch: An Interview with Alyce Costello, LEX Receptionist"},"content":{"rendered":"\n

At LEX Reception, the belief that people, not bots<\/em>, 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.<\/p>\n\n\n\n

Finding Purpose in Connection<\/strong><\/h2>\n\n\n\n

Alyce\u2019s 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. \u201cI wanted to re-enter the workforce and work from home,\u201d she explains. \u201cWith a degree in Communications, I was drawn to a role where I could grow, learn, and connect with people. LEX gave me that opportunity.\u201d<\/p>\n\n\n\n

What keeps her motivated? The chance to make a difference. \u201cMost 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.\u201d<\/p>\n\n\n\n

A Day in the Life<\/strong><\/h2>\n\n\n\n

Alyce\u2019s day starts early – very<\/em> early. By 4:30 A.M., coffee in hand, she\u2019s ready to support callers facing some of the most challenging moments of their lives. \u201cWhether I\u2019m transferring a call, doing an intake, or simply offering a kind voice, every interaction matters,\u201d she says.<\/p>\n\n\n\n

Her role goes beyond answering calls. Alyce mentors new team members, helping them build confidence in handling the various situations they encounter. \u201cI love sharing tips and tricks with my teammates. It\u2019s rewarding to see them grow.\u201d<\/p>\n\n\n\n

The Emotional Side of the Job<\/strong><\/h2>\n\n\n\n

Working as a LEX receptionist isn\u2019t just about answering phones – it\u2019s about being steady in moments of chaos. \u201cEvery day, I take calls from people going through some of the hardest times in their lives.\u201d Alyce shares. \u201cThese callers need compassion, understanding, and a clear way forward.\u201d<\/p>\n\n\n\n

While the emotional weight of the job can be challenging, Alyce finds support in her team and the company. \u201cLEX is very understanding. They encourage us to take a moment to reset after tough calls. We\u2019re all human and in this life together, and it\u2019s natural for these situations to affect us at our core.\u201d<\/p>\n\n\n\n

Why People, Not Bots, Matter<\/strong><\/h2>\n\n\n\n

For Alyce, the value of human connection is clear. \u201cA bot can\u2019t offer compassion or genuine empathy. It can\u2019t mirror a caller\u2019s emotions or make conversation. These traits are essential for creating a great first impression.\u201d<\/p>\n\n\n\n

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. \u201cIt was the middle of the night, and he was cold and desperate. I connected him with an on-call attorney, but I\u2019ll never forget how scared he sounded. I still wonder what happened to him.\u201d<\/p>\n\n\n\n

Making a Difference, One Call at a Time<\/strong><\/h2>\n\n\n\n

Alyce sees herself as an extension of the law firms she represents. \u201cWhen someone calls a law firm, they\u2019re 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.\u201d<\/p>\n\n\n\n

Her work has also given her a new perspective on the legal industry. \u201cI never realized how many legal issues people face, often unexpectedly. It\u2019s taught me to approach every call with patience and compassion.\u201d<\/p>\n\n\n\n

A Final Thought<\/strong><\/h2>\n\n\n\n

If there\u2019s one thing Alyce wants readers to take away, it\u2019s this: \u201cI\u2019m not just answering phones. I\u2019m showing up daily to be the calm in someone else\u2019s chaos. Whether it\u2019s a car accident, an eviction, or something even more unexpected, I\u2019m often the first voice they hear. Every caller deserves to feel heard, helped, and cared for – and I get to be that someone.\u201d<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

At LEX Reception, the belief that people, not bots, should answer calls for law firms is at the heart of everything we do. 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