Service Delivery Coordinator

Service Delivery Coordinator

Cleveland Office - Cleveland, OH

Esquire is a leader in legal support services, known for innovation, professionalism, and delivering exceptional quality. As part of our team, you'll receive comprehensive training, competitive benefits, and the opportunity to grow within a people-first culture. At Esquire, we are focused on Getting it Right for our clients, our partners, and our employees. We understand that the client experience begins with us, and we're committed to empowering our teams to continually innovate and earn clients for life.

As a Service Delivery Coordinator, you are the voice, face, and operational engine of the client journey. Whether it's managing scheduling requests, greeting guests, or ensuring technology runs smoothly, you'll play a pivotal role in delivering service excellence and creating clients for life.

• Handle incoming client calls and respond to service tickets with urgency and professionalism
• Manage scheduling, confirmations, and client care requests via Esquire Connect and internal systems
• Respond to client emails in a timely, proactive manner to exceed expectations
• Welcome and support clients in-office, ensuring a polished and professional experience

• Coordinate technology setup and provide client/reporter support for Zoom, Webex, eLitigate, Remote Reporter, and other platforms
• Monitor and maintain office environment, including refreshments, cleanliness, and tech readiness
• Assist with exhibit coordination, including document scanning, copying, and retrieval
• Coordinate with building management or maintenance as needed

• Partner across teams to resolve client issues and ensure job success
• Meet productivity, accuracy, and quality objectives while maintaining attention to detail
• Follow all standard operating procedures and contribute to continuous improvement

• Skills: High emotional intelligence, strong verbal and written communication, organization, and multitasking under pressure
• Experience: Previous experience in a customer service-focused role; legal or scheduling experience is a plus
• Technical: Comfortable using Microsoft Office Suite and open to learning Esquire's internal platforms; experience with Net Suite a plus
• Education: High school diploma or GED equivalent
• Attributes: Proactive, empathetic, dependable, and detail-oriented with a passion for excellence

• High client satisfaction and retention
• Strong KPI scores in service delivery accuracy and responsiveness
• Smooth execution of deposition logistics and technology
• Positive feedback from internal and external stakeholders

This is a dynamic office-based role with regular interaction across teams and with clients. You may also serve as the first point of contact in offices without reception staff—representing Esquire's professionalism and warmth from the moment a client walks in.

Apply now and be the reason our clients keep coming back.

Equal Opportunity & Accommodations:

Esquire Deposition Solutions policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

Esquire Deposition Solutions is committed to fair hiring practices. Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable laws, including but not limited to the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and the Los Angeles County Fair Chance Ordinance. We also comply with similar laws in other jurisdictions where we operate.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request reasonable accommodation. You can submit your request to talent.acq