Description

PURPOSE OF THE POSITION

The Service Delivery Coordinator builds clients for life by owning the Reservation and Client Services experience. Works to anticipate and satisfy the clients’ needs and expectations with quality and accuracy.

JOB DUTIES

• Create an indelible and positive impression on clients

• Handle incoming phone calls from clients

• Schedule, review, and respond timely to reservation and client care tickets

• Complete EsquireConnect reservation portal validations and modifications for law firm requests

• Answer emails from clients in a timely and proactive manner while delivering excellent service

• Collaborate with teammates to achieve daily productivity and quality objectives

• Collaborate and communicate with stakeholders to ensure complete client satisfaction on each job

• Work collaboratively across the company to address client needs and solve client problems

• Maintain all aspects of the environments in Esquire offices and deposition sites to levels that support an outstanding client experience

• Follow Field Operations policies, processes, and procedures, which include:

  • Meeting inward phone call standards

  • Scheduling jobs

  • Handling Client Care requests

  • Performing 48-hour checks

• Ensure successful execution of Esquire’s technology products (e.g., Zoom, eLitigate, Webex, AgileLaw, Remote Reporter, and other new offerings) by completing setup, testing with clients and reporters prior to use, and providing hosting & troubleshooting support

• Coordinate exhibit retrieval when Remote Reporter product offering is used

• Other duties as assigned

In offices without a receptionist:

• Act as the first point of contact and face of the Esquire office

• Welcome and greet all clients and visitors to the office

• Answer inquiries and provide information to all stakeholders as needed

• Order, prepare, set-up, and clean-up refreshments for in-office deposition clients

• Coordinate building management and/or maintenance assistance as needed

• Make copies and scans of exhibits and other documents for stakeholders

• Share duties covering the front desk and incoming phone calls

Qualifications

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES:

• Skill with demonstrating high emotional intelligence
• Ability to deliver exceptional client care with passion
• Proactivity and responsiveness
• Ability to work under pressure
• Skill in interacting respectfully and professionally with all stakeholders
• Ability to learn Company’s technology platform
• Ability to thrive in fast-paced environment
• Skill in acting with great discretion and maintaining confidentiality
• Ability to perform all parts of job with high accuracy and quality
• Ability to plan work effectively and with a high attention to detail
• Ability to meet assigned deadlines
• Ability to make sound decisions
• Ability to multitask and shift priorities
• Ability to deliver superior verbal and written communication
• Ability to take direction from more than one supervisor
• Must maintain regular and acceptable attendance
• Knowledge of MS Office Suite

MEASUREMENTS OF SUCCESS

• Overall KPI Scores as defined in SDC KPI Scorecard
• Accuracy of client data with minimal issue trackers
• Ticket and Phone Queue volume and statistics
• Client retention and satisfaction
• Maintain quality standards

MINIMUM QUALIFICATIONS

• High school diploma or GED equivalent
• Prior experience in a customer service driven industry
• Experience using NetSuite preferred
• Valid driver’s license and reliable transportation (if SDC is required to travel to off-site depositions)

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.
• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.