Shared Services Coordinator

Shared Services Coordinator

Perkins Coie LLP is seeking a dynamic Shared Services Coordinator to join our innovative Hub team. In this fast-paced role, you will be at the heart of our operations, ensuring that work is routed to the right resource with maximum efficiency. As a Shared Services Coordinator, you will triage customer requests submitted via Hub and support attorneys, business professionals, and LPAs in identifying the best resource for delegated tasks.

This position requires a strong commitment to delivering exceptional client experience, leveraging advanced critical thinking, problem-solving, and leadership skills. If you thrive in a collaborative, highly engaged environment and are passionate about optimizing service delivery, we invite you to explore this exciting opportunity at Perkins Coie LLP.

Essential Functions

• Function as part of the larger Shared Services team, providing front-end triage support for service requests, including document services and editing, as well as workflow support for practice support service teams such as e-filing, admin, dedicated LPA, editing and patent specialty teams.
• Quickly identify service requests and route them to the appropriate resource within the Attorney Support Model.
• Deliver front-end triage support for Shared Services Intake, including attorney requests.
• Monitor various Shared Services queues to ensure timely response and self-assignment of requests; collaborate with Coordinator and Practice Support team members to generate capacity within the appropriate resource group when needed.
• Respond promptly and professionally to requests via email, phone, and internal messaging platforms.
• Utilize best practices, job knowledge, and internal tools to determine and assign work effectively, ensuring operational controls and workflow management standards specific to the Attorney Support Model are consistently met and maintained.
• Actively manage the assigned dashboard/queue, assessing and changing assignments as necessary to meet overall operational needs.
• Proactively engage with customers through platform tools, including telephone calls to resolve complex and urgent issues.
• Work with customers to help define their needs, offering appropriate service solutions and alternatives.
• Provide production assistance as needed for quick turnarounds, troubleshooting, and quality control.
• Collaborate closely with the Shared Services Coordinator Supervisor and Shared Services Manager to resolve escalated incidents and ensure operational goals are met.
• Serve as liaison with third-party providers, as assigned, to ensure efficient document processing resource assignment.
• Actively participate in coordinator and team meetings on camera and in a distraction-free environment.

Specific Skills Required

• Strong command of the English language, including excellent spelling, grammar, punctuation, form, and style, along with experience in legal terminology.
• Ability to properly communicate and interact with customers and team members effectively in a professional business manner both orally and written.
• Ability to utilize various communication tools in a fast-paced environment.
• Proficient in confidently engaging with customers via telephone, including proactively initiating calls and adeptly managing challenging conversations.
• Ability to manage competing deadlines and customer demands effectively and professionally in a fast-paced, fluid environment.
• Ability to work independently and collaboratively.
• Ability to direct the work of peers and guide performance without supervisory authority.
• Strong facilitation and negotiation skills.
• Strong analytical and problem-solving skills.
• Comfort in dealing with high-pressure situations and changing requirements.
• Ability and desire to work as part of a highly engaged, virtual, centrally managed team effectively utilizing ServiceNow workflow tool.
• Adhere to the Firm's Principles by displaying observable behaviors in the seven competency areas:
• Legal Excellence
• Client Service
• Business Development
• Teamwork and Collaboration
• Communication
• Leadership and Initiative
• Professional Development

Education and Experience

• Requires a high school diploma or equivalent, BA degree preferred.
• Requires a minimum of 2 years of relevant document processing/legal practice assistant experience, or equivalent.
• Experience in a law firm environment, relevant document processing/legal practice assistant experience or equivalent.
• Experience in coordinating workflow in a service environment.

Physical Demands

• Regularly required to sit, use hands to finger, handle, or feel, and talk or hear.
• Occasionally required to reach with hands and arms.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision and the ability to adjust focus.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions/Environment

• Standard office environment with frequent use of standard office equipment, including a personal computer and monitor.
• Overtime or work beyond normal business hours may be required to meet deadlines and ensure timely completion of deliverables.