Description

PURPOSE OF THE POSITION

The Service Delivery Coordinator builds clients for life by owning the in-office experience for clients and works to anticipate and satisfy the clients’ needs and expectations. Hybrid Role

JOB DUTIES

• Create an indelible and positive impression on clients
• Become familiar with client behavior in order to anticipate their needs and deliver excellent service
• In partnership with Client Executives and Operations Managers, maintain accurate client records, including updating client profiles and documenting client expectations
• Call ahead of initial job for new clients to learn the needs of the client, particularly production and reporting preferences
• 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
• Schedule, review, and respond to reservation tickets
• Follow Field Operations policies, processes, and procedures, including
  • Meeting inward calls-per-hour standards for client calls
  • Scheduling jobs
  • Responding to location requests
  • Initiating “must-go” process
  • Performing 48-hour check

• Complete EsquireConnect reservation validations and modifications for law firm requests
• Answer emails from clients, service partners and local offices in a timely manner

• Support the onboarding of new clients and the introduction of new technology products
• Ensure successful execution of Esquire’s technology products (e.g., Zoom, eLitigate, Webex, AgileLaw, Remote Reporter, and other new offerings) by completing setup and testing with clients and reporters prior to use and providing 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
• Skill in interacting 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
• Knowledge of MS Office Suite

MEASUREMENTS OF SUCCESS

• Overall KPI Scores as defined in SDC KPI Scorecard
• Ticket and Phone Queue volume and statistics
• Accuracy of client data
• Client retention and satisfaction

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.