Request Processing Escalation Specialist

 ABOUT GEMINI LEGAL 

If you are seeking meaningful work in a company that values integrity, innovation, and growth, consider a career with Gemini Legal.

Headquartered in Rocklin, California, Gemini Legal is an industry-leading legal support company serving attorneys across California. Our proprietary, in-house developed technology platform powers efficient, secure digital record collection and workflow management. In addition to records services, we provide vocational counseling to injured workers, delivering comprehensive support throughout the life of a case.

Our growth is powered by our people. We operate with an open-door leadership philosophy and a culture built on accountability, collaboration, and service. We promote from within whenever possible and invest in individuals who demonstrate commitment and potential, including those new to the industry.

Ethical. Passionate. Smart. These principles guide how we work, how we serve clients, and how we support one another.

Employees of Gemini Legal Support may be exposed to confidential, private or sensitive information, protected under HIPAA.  

 ABOUT THE ROLE 

The Escalation Specialist’s purpose at Gemini is to effectively manage all escalated, urgent, and complex requests, identify trends and opportunities for improvement, and collaborate with teams to implement timely solutions. As a member of their team, the Escalation Specialist is a proactive, detail-oriented, and collaborative contributor who ensures seamless communication between Operations departments, Client Support, and Sales while maintaining high standards of accuracy and responsiveness. 

• Location: Fully Remote
• Schedule: Monday-Friday, 8:00am-5:00pm 
• Compensation:  $26.44-$30.77 Per Hour 

The pay range for this role is $26.44-$30.77. Starting pay for new hires is typically within the lower third of the range: $26.44-$27.88. Exceptions may be made based on factors such as education, specialized skills, or significant relevant experience.

RESPONSIBILITIES

• Serve as the primary point of contact for escalated, urgent, or complex requests related to Request Processing, which generally involve errors or client concerns and follow a consistent escalation process.
• Investigate and resolve issues that cannot be handled through standard workflows, ensuring timely resolution.
• Identify trends, recurring issues, and gaps in subpoena and records request processing, case information accuracy, and client-specific workflows, and collaborate with the team to implement corrective actions and process improvements
• Act as a liaison between departments, ensuring accurate and consistent communication of escalated issues.
• Collaborate with Client Support and Sales to resolve client-impacting issues and provide status updates.
• Document case details, resolutions, and lessons learned to improve team knowledge and efficiency.
• Participate in process improvement initiatives, providing recommendations based on observed challenges and patterns.
• Support team members by providing guidance or clarification on complex subpoenas, records requests, case information, and client-specific processing issues.
• Monitor and track metrics for escalated requests to identify opportunities for efficiency and quality improvements.
• Ensure compliance with department policies, procedures, and quality standards during issue resolution.
• Other duties as assigned.

 WHAT YOU BRING 

Education and/or experience:

• A High School diploma or a GED is required.
• 9+ months of experience in a related position or within Operations.

Skills:

• Ability to assess complex or urgent issues quickly and determine the best course of action.
• Strong attention to detail and accuracy in reviewing and documenting cases.
• Ability to identify trends and recommend process improvement.
• Excellent written and verbal communication skills for cross-departmental coordination.
• Ability to act as a liaison between teams, Client Support, and Sales.
• Strong interpersonal skills and ability to work collaboratively with diverse teams.
• Ability to manage multiple escalated requests simultaneously under tight deadlines.
• Prioritize tasks effectively while maintaining high-quality outcomes.
• Comfortable using departmental systems, databases, and reporting tools.
• Basic understanding of departmental operations and processes.
• Proactive and solution-oriented mindset.
• Strong sense of accountability and ownership over issues.

Technology:

• Proficient using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.)

FUNCTIONAL REQUIREMENTS

• Must be able to perform the essential functions of the position with or without accommodation, including, but not limited to:
• Sitting for at least one hour at a time (total: 6-8 hours/day)
• Keyboarding for extended periods of time (total: 6-8 hours/day)
• Using a phone with or without a headset for extended periods (total: 6-8 hours/day) 

WHAT YOU’LL LOVE ABOUT GEMINI LEGAL

Full-Time Team Members

• Comprehensive medical, dental, and vision coverage
• Generous paid time off, including PTO, sick leave, volunteer time, and paid holidays
• 401(k) plan with company match
• Tuition reimbursement program
• Employee Assistance Program and legal assistance benefit
• Company-paid annual charitable donation in your name
• Employee recognition program