Ticket Operations Associate Jobs in Chicago Heights, IL

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Summary

The Accounting Service Desk Specialist, in collaboration with and in support of the firm's strategic initiatives, handles the assessment and resolution, or referral, of all accounting and billing inquiries from billers, attorneys, and clients. This role requires a high level of accuracy, excellent communication skills, and the ability to manage sensitive information with discretion.

Location

This position can sit in any of our US office locations and offers a hybrid work schedule. The working hours for this position are 9:00 AM - 5:30 PM Pacific time.

Responsibilities

• Inquiry Management: Assess, resolve, or refer accounting and billing inquiries from billers, attorneys, and clients promptly and accurately.

• Communication: Maintain clear and professional communication with all stakeholders, ensuring updates are provided in a timely manner and contain accurate information about accounts, billing, and financial inquiries, including proactive updates and being available to answer questions promptly.

• Documentation: Accurately document all actions, questions, and resolutions in ServiceNow ticket system and email correspondence.

• Problem-Solving: Identify and resolve issues utilizing available information and other resources. Refer out of scope issues to correct resolver group. Research the next steps when necessary to ensure the requestor is provided with excellent service and supported throughout the ticket handling process.

• Compliance: Ensure all accounting practices comply with the firm's policies and relevant legal regulations. Employ methods that ensure tasks are performed accurately and efficiently with minimal errors. Meets or exceeds standard SLA requirements.

• Training: Participate in training activities to achieve proficiency, enabling Specialist I to support operations in an efficient and effective manner. Pursue and maintain knowledge of accounting software and tools to improve mastery of subject, as well as execution and timeliness of assigned tasks.

• Continuous Improvement: Ensure expertise is maintained and knowledge is increased by leveraging all opportunities to correct personal knowledge gaps through learning and documentation.

• Customer Service: Maintain a high level of professionalism in all interactions, treating clients with respect and courtesy while handling sensitive financial information with the utmost confidentiality.

• Build Trust: Establish and maintain trust through transparency, reliability, and consistent delivery of high-quality service. Be clear when discussing processes, ensure deadlines are met, and recognize opportunities to enhance the user's experience with the Accounting Service Desk.

Desired Skills

Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Competence in Microsoft Office Suite including Excel proficiency with filters and pivot tables and Word proficiency with use of headers, footers, and numbering. Ability to manage sensitive information with discretion. Strong organizational skills and attention to detail.

Minimum Education

• High School Diploma or GED.

Preferred Education

• Associate's Degree in Accounting, Finance, or a related field.

Minimum Years of Experience

• 2 years of accounting or billing experience for a law or professional services organization preferred. Experience with Aderant is required, and Chromeriver or Kofax is preferred.

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

• Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.

• Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.

• Provide timely, accurate, and quality work product.

• Successfully meet deadlines, expectations, and perform work duties as required.

• Foster positive work relationships.

• Comply with all firm policies and practices.

• Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.

• Ability to work under pressure and manage competing demands in a fast-paced environment.

• Perform all other duties, tasks or projects as assigned.

Our employees are expected to embrace and uphold our firm values as a part of our DLA Piper culture. We are committed to excellence in how we represent our clients and develop our people.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment

The individual selected for this position may have the opportunity for a hybrid work arrangement comprised of remote and in-office work, the requirement for which will be determined in coordination with the hiring manager or supervisor and may be modified in the firm's discretion in the future.

Disclaimer

The purpose of this job description is to provide a concise statement of the work elements and to organize and present the information in a standardized way. It is not intended to describe all the elements of the work that may be performed by every individual in this classification, nor should it serve as the sole criteria for personnel decisions and actions. The job duties, requirements, and expectations for this position may be modified at the Firm's discretion at any time. This job description does not change the at-will nature of employment.
Application Process
Applicants must apply directly online instead of sending application materials via email.

Accommodation

Reasonable accommodations may be made upon request to permit individuals with a disability to perform the essential functions and responsibilities of the position or to participate in the job selection process. If you have a request for an accommodation during the application process, please contact careers@us.dlapiper.com.

Agency applications will not be considered.

No immigration sponsorship is available for this position.

The firm's expected hiring range for this position is $30.98 - $40.00 per hour depending on the candidate's geographic market location. Non-exempt positions will be paid on an hourly basis and paid overtime in accordance with applicable laws.

The compensation offered for employment will also be dependent on other factors including the candidate's experience, skills, educational and professional background, and overall qualifications. We offer a comprehensive package of benefits including medical/dental/vision insurance, and 401(k).

Applicants who are not based in the jurisdiction in which this position is posted and who apply for this role are doing so voluntarily and are not eligible for relocation assistance. Any relocation benefits, if any, are provided only where a relocation is required at the firm's direction and in accordance with applicable policy and law.

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DLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Job applicant poster viewing center.