Temporary Escalations Case Manager

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.

About the role

Angi is seeking a Temporary Escalations Manager for a long-term contract basis to white-glove customer escalations and ensure a positive customer experience. As a Temporary Escalations Manager, you will be responsible for owning impactful relationships with customers through case management to identify the issue at hand and creatively solve for the best solution, 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

• Be a resource and solution seeker for customer and partner-facing escalation needs and ensure a positive customer experience (via call, email, text, etc.)
• Professionally follow up with cross-functional teams internally and externally ensuring escalation resolution.
• Build trust with 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 standards.
• Identify and suggest improvements to team processes to optimize workflows.
• Smaller administrative needs as assigned and other ad hoc projects.

Who you are

• Proven expertise in problem-solving and de-escalation, effectively managing and resolving challenging situations.
• Strong escalation and case management skills, with the ability to coordinate and facilitate resolution across multiple stakeholders.
• An empathetic listener who can communicate extremely clearly and concisely both verbally and in written forms.
• Comfortable navigating various systems and tools, including Dash and Salesforce, with the ability to quickly adapt to new platforms.
• Highly organized with strong time management and follow-through skills, consistently delivering results while managing competing priorities.
• Proficient in Google Workplace for data analysis and reporting tasks.
• Self-motivated, proactive, and able to excel in independent work environments, always seeking and driving positive outcomes.

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.

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