Angi
Temporary Escalations Case Manager
Job Summary
This role involves providing specialized customer escalation support to ensure positive customer experiences through case management and issue resolution. The candidate must manage complex cases, communicate effectively with stakeholders, and suggest process improvements. Key qualifications include problem-solving, de-escalation skills, proficiency with systems like Salesforce and Google Workplace, and strong organizational abilities. The position is remote and focused on maintaining high-quality customer service while handling administrative tasks and ad hoc projects.
Required Skills
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
Angi
A platform connecting homeowners with local service professionals for home improvement, repairs, and maintenance.
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