Job Details
Job Location
Aventura - North Aventura, FL
Position Type
Full Time
Education Level
High School
Salary Range
18.00 - $22.00 Hourly
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 jobsHandling Client Care requestsPerforming 48-hour checksEnsure 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 supportCoordinate exhibit retrieval when Remote Reporter product offering is usedOther duties as assignedIn offices without a receptionist :
Act as the first point of contact and face of the Esquire officeWelcome and greet all clients and visitors to the officeAnswer inquiries and provide information to all stakeholders as neededOrder, prepare, set-up, and clean-up refreshments for in-office deposition clientsCoordinate building management and / or maintenance assistance as neededMake copies and scans of exhibits and other documents for stakeholdersShare duties covering the front desk and incoming phone callsQualifications
REQUIRED KNOWLEDGE, SKILLS OR ABILITIES :
Skill with demonstrating high emotional intelligenceAbility to deliver exceptional client care with passionProactivity and responsivenessAbility to work under pressureSkill in interacting respectfully and professionally with all stakeholdersAbility to learn Company's technology platformAbility to thrive in fast-paced environmentSkill in acting with great discretion and maintaining confidentialityAbility to perform all parts of job with high accuracy and qualityAbility to plan work effectively and with a high attention to detailAbility to meet assigned deadlinesAbility to make sound decisionsAbility to multitask and shift prioritiesAbility to deliver superior verbal and written communicationAbility to take direction from more than one supervisorMust maintain regular and acceptable attendanceKnowledge of MS Office SuiteMEASUREMENTS OF SUCCESS
Overall KPI Scores as defined in SDC KPI ScorecardAccuracy of client data with minimal issue trackersTicket and Phone Queue volume and statisticsClient retention and satisfactionMaintain quality standardsMINIMUM QUALIFICATIONS
High school diploma or GED equivalentPrior experience in a customer service driven industryExperience using NetSuite preferredValid 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.
Don't meet every single requirement? We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't 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.
Salary : $18 - $22
