Offer summary

Qualifications:

Proven expertise in problem-solving and de-escalation., Strong case management skills with experience coordinating across multiple stakeholders., Excellent communication skills, both verbal and written., Proficiency in Google Workplace and familiarity with systems like Dash and Salesforce..

Key responsabilities:

Act as a trusted resource for customer and partner escalations, ensuring a positive experience.

Follow up with internal and external teams to resolve escalations promptly.

Resolve 30-35 complex cases weekly while adhering to team standards.

Identify and suggest process improvements to optimize workflows.

Job description

At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

Angi at a glance:

A new homeowner turns to Angi every second
Our network has 150,000+ skilled pros in 50+ service categories
150,000,000+ projects brought to Angi (and counting)

Why join Angi:

Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well.

For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business.

We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

Angi is an amazing place to call home. We can’t wait to welcome you.

About the team

Angi is seeking a Temporary Escalations Case Manager for a long-term assignment to provide white-glove customer escalations and ensure a positive customer experience. As a Temporary Escalations Case Manager, you will be responsible for owning impactful relationships with customers through case management by identifying issues at hand, creatively solving for the most ideal solutions, handling your time effectively to successfully support individual case journeys, executing regular refund processing and troubleshooting across cross-functional teams.

This position will be remote and require candidates to work up to a 40-hour work week and 1 Saturday per month. The hourly rate for this role ranges between $17 - $19 per hour.

What you’ll do

Act as a trusted resource and solution seeker for customer and partner-facing escalation needs while ensuring a positive customer experience (via call, email, text, etc.)
Professionally follow up with cross-functional teams internally and externally ensuring prompt escalation resolution
Build trust for Angi by actively providing a positive turnaround for customer experience and mitigating negative final outcomes
Consistently resolve 30-35 complex cases weekly, while adhering to team handling standards
Identify and suggest improvements to team processes to optimize workflows
Administrative needs as assigned and other ad hoc projects

Who you are

A proven expert in problem-solving and de-escalation, who skillfully manages and resolves challenging situations
A strong escalation and case management specialist, with the ability to coordinate and facilitate resolution across multiple stakeholders
An empathetic  listener who can communicate concisely both verbally and in written forms
A continuous learner who navigates various systems and tools, including Dash and Salesforce, with the ability to quickly adapt to new platforms
An organized and excellent time manager with careful follow-through, consistently delivering results while managing competing priorities
A self-motivated, proactive, and capable individual able to excel in independent work environments, who is always seeking and driving positive outcomes
Proficient in Google Workplace for data analysis and reporting tasks

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

#LI-Remote

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