Customer Solutions Specialist I

At Angi, we have one simple mission: Get all your home service jobs done well. That’s how we’ve helped over 150 million homeowners care for their homes over the last 25+ years. Today, our network has grown to over 200,000 skilled local pros — and our platform has made it easier than ever to find the right one for your project, from repairs to renovations and everything in between.

What You'll Do: 

• The Customer Solutions Specialist I aides in facilitating communication between Homeowners and Service Professionals to resolve assigned complaints. A Customer Solutions Specialist I maintains consistent communication with both our Homeowner and Service Professional customers to engage them in the problem resolution process
• Utilize Angi’s Problem Resolution leverage points to encourage resolution through SP resolve or Fairclaims.
• Utilize empathy and discernment to address consumer complaints
• Ability to handle escalated conversations by utilizing Angi’s emotional currencies
• Verify an approved rating and review is posted to all complaints aligned with Angi terms and conditions
• Thorough, consistent communication during an open complaint, including initial attempts to contact both parties within 24hours of assignment, and no greater than 7 days between each follow-up call
• When applicable, take steps to minimize SP account exposure
• Willingness to take inbound calls as needed, including transfers from Points
• Willingness to assist with any CST related tasks as business needs dictate

What We're Looking For:  

• Comfort with high volume of calls each day
• Ability to make critical decisions autonomously
• Ability to think on your feet and pivot quickly
• Ability to have tough conversations, handle objections and utilize strong problem-solving skills
• The position requires that you are able to work in an environment that is unpredictable and fast paced
• Comfortable working with escalated calls using strong EQ
• A growth mindset- you crave coaching and feedback and are able to implement as necessary
• Track record of adhering to company policies, including account notation, call documentation, and QA
• You’re an empathetic listener and you can communicate extremely clearly & concisely both verbally and in written forms
• You have a strong desire to succeed and grow
• Positive, professional, and high-energy attitude with a strong ability to multitask    
• Strong computer skills required, particularly with internet and applications – ie. Gmail, CRM’s, Google Suite
• Hear and talk on a phone headset for up to 8 hours per day
• High-speed internet connection. You’ll have a dedicated workspace free from distractions

What We Offer:

• $18.00/hr + commission
• Paid training
• Medical, dental & vision coverage (including options 100% subsidized by Angi!)
• Retirement plan with company match (401K) through Charles Schwab
• Company Equity Program
• Company match of personal charitable contributions up to $15,000 per year 
• Generous PTO including sick, personal, vacation, volunteer time and 9 paid holidays   
• Technical equipment provided

Why Angi?  

At Angi, we are all about talent and enjoying the journey. We believe there is strength in diversity and actively encourage our teammates to disagree as individuals in the service of delivering as a team. We're on the path to become the home for everything home, and in order to do that we need dedicated people who always strive to be better today than wait to be perfect tomorrow. Our customers are at the heart of everything that we do, and we're looking for Customer Care representatives to communicate our mission persuasively and effectively. This is a remote position; therefore, it is imperative that all applicants be able to work independently in an environment free from distraction and manage their time accordingly.  

Equal Employment Opportunity

Angi Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.    

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.