Escalation Resolution Specialist

4 weeks ago

Rocklin, California, United States Gemini Legal Support Inc Full time
Job Title: Escalation Resolution Specialist

At Gemini Legal Support Inc, we are seeking a highly skilled Escalation Resolution Specialist to join our team. As an Escalation Resolution Specialist, you will play a vital role in resolving high-priority client issues and implementing effective solutions.

This position requires exceptional critical thinking, time management, and collaboration with various departments to address escalated cases. You will investigate root causes, provide valuable insights for process improvement, and ensure every client interaction is positive.

Key Responsibilities:

  • Resolve high-priority client issues through effective problem-solving and critical thinking
  • Collaborate with various departments to address escalated cases
  • Investigate root causes and provide valuable insights for process improvement
  • Ensure every client interaction is positive and meets our high standards

Requirements:

  • 1+ years of progressive experience in a related position
  • High School diploma or equivalent required
  • Experience working in an office setting
  • Advanced time management and organizational skills
  • Strong verbal and written communication skills
  • Ability to handle a high volume of work and function in a fast-paced environment, on deadline
  • Self-motivated and directed, with keen attention to detail
  • Exceptional problem-solving skills and the ability to think critically and analytically
  • Excellent organizational skills and attention to detail
  • Proficient using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.) and Adobe Acrobat
  • Exceptional teamwork

Functional Requirements:

  • Sitting for at least one hour at a time (total: 4-6 hours/day)
  • Keyboarding for extended periods of time (total: 2-4 hours/day)
  • Using a phone with or without a headset for extended periods (total: 1-2 hours/day)

What You'll Love About Gemini Legal Support Inc:

  • Experience a unique company culture driven by shared values and a strong sense of community
  • Enjoy comprehensive health coverage, including medical, dental, vision, hospital indemnity, life, disability, and accident insurance
  • Generous PTO starting with 80 hours per year, along with 40 hours of community volunteer time, 12.5 observed holidays, and 48 hours of sick time
  • Support your financial future with a 401(k) plan that receives a company match
  • Expand your horizons with our education tuition reimbursement program, and ongoing leadership and career development opportunities
  • Receive support for all of life's situations through our Employee Assistance Program (EAP) and legal assistance benefit
  • Be recognized for your hard work and show your gratitude for others through our employee recognition program, which includes gifts and awards
  • G.I.V.E. back to the community with our company-paid annual donation to a non-profit or charity of your choice
  • Emphasis on work-life balance, offering flexible work locations and schedules whenever possible

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