Specialist, Centralized Reservations

Description

Are you a people-first leader who thrives on delivering exceptional client service?

Join Esquire as a Specialist, Centralized Reservations—a hands-on leadership role where you'll guide a team of reservation specialists to ensure accuracy, responsiveness, and outstanding client experiences that create clients for life.

Why Choose Esquire?

Esquire is a leader in legal support services, known for innovation, professionalism, and delivering exceptional quality. As part of our team, you’ll oversee mission-critical reservation operations and help shape the client experience. We offer comprehensive training, collaborative teams, and a people-first culture that values problem-solving and continuous improvement.

About the Role

As a Specialist, Centralized Reservations, you’ll provide coaching, direction, and performance management to reservation specialists and senior specialists. You’ll ensure Enterprise client reservations and EsquireConnect portal jobs are completed on time and in accordance with company policies, while directly engaging with internal and external stakeholders to resolve issues and drive client satisfaction.

Key Responsibilities

• Supervise and manage the performance of assigned specialists and senior specialists
• Interact directly with external and internal clients to resolve issues and pursue client satisfaction
• Ensure all Enterprise client reservation tickets and EsquireConnect portal jobs are completed within expected timeframes
• Ensure reservations adhere to company policies and deliver a consistently high level of client service
• Provide consistent work direction, coaching, and performance management to meet client service objectives
• Conduct quality monitoring of data-entry reservations completed by direct reports
• Answer client and internal emails in a timely, professional manner
• Fill in for assigned team members as needed to maintain service coverage
• Work collaboratively across the company to address client needs and resolve problems
• Attend meetings and provide reporting as requested
• Perform other duties as assigned

What You’ll Need

• Education: High school diploma or GED required; bachelor’s degree or equivalent experience preferred
• Experience: 2+ years supervisory experience required; 5+ years of client service experience
• Skills: Ability to work under pressure, make sound decisions, and deliver superior client service
• Skills: Detail-oriented with strong organizational and written communication abilities
• Technical: Proficiency in Microsoft Outlook, Word, and Excel
• Attributes: Team player, process-oriented, and able to plan work effectively to meet deadlines
• Other: Ability to maintain regular and acceptable attendance

What Success Looks Like

• Team achievement of daily reservations productivity KPIs
• Team achievement of ECS ticket queue and EsquireConnect ECS portal validation SLAs
• Team achievement of Large Case ticket queue and centralized location request SLAs
• Consistently high data-entry quality standards that drive superior client service

Work Environment

This role is based in a professional office environment with little exposure to excessive noise, dust, or temperature extremes. Reasonable accommodations are available to enable individuals with disabilities to perform essential job functions.

💬 Don’t meet every single requirement?

We know that a truly inclusive workplace values potential just as much as experience. If you're excited about this role but don’t match every qualification, we still encourage you to apply — you may be exactly who we’re looking for.

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 .