Coordinator, Service Delivery
Esquire Deposition Solutions Llc
Houston Texas
Salary: Neg Per Hour
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 Esquire Connect 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 Esquires 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
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 drivers 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.
Dont meet every single
requirement? We are dedicated to building a diverse, inclusive, and authentic
workplace, so if youre excited about this role but your past experience doesnt
align perfectly with every qualification in the job description, we encourage
you to apply. You may be just the right candidate for this or other roles.
Job Overview
Posted Date: 02 Oct 2024
Location: Houston Texas
Salary: Neg Per Hour
Company Information
Access to responsive service, impeccable quality, and powerful technology is imperative to the success of your legal proceedings. Esquire Deposition Solutions does depositions right. Esquire Deposition Solutions supports more than 150,000 depositions annually, with seamless support for remote depositions. Since 1978, we've helped clients get the most out of every deposition. Our state-of-the-art technology guarantees a seamless online and mobile experience supported by intuitive tools that take the hassle out of depositions.
Name: Esquire Deposition Solutions Llc
Web: https://www.esquiresolutions.com/