Escalations Representative

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.

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

The Services Escalations team plays a critical role in protecting trust and ensuring confidence in Angi Services. We specialize in handling high-risk complaints that require careful investigation, sound judgment, and a thoughtful approach. Our team partners closely with leadership, Legal, and other internal groups to address sensitive issues, always balancing customer needs with company priorities. Every case we manage is an opportunity to de-escalate difficult situations, uphold our standards, and reinforce the integrity of the customer experience. If you thrive in fast-paced environments, have strong problem-solving skills, and bring empathy to every interaction, you’ll feel right at home on our team.

 

What you’ll do:

The Services Escalations team is looking for a dedicated and empathetic Escalations Representative to manage high-risk service escalations from homeowners and service professionals. In this role, you’ll represent the company in sensitive situations, investigate concerns thoroughly, and deliver fair, policy-aligned resolutions that protect trust and ensure confidence in our services.

• Champion Resolution: De-escalate complex customer escalations with empathy and professionalism, ensuring the reporting party feels heard while aligning outcomes with company policies.
• Investigate & Problem-Solve: Review booking details, past communications, and supporting documentation to uncover root causes and determine next steps.
• Risk Assessment: Evaluate the nature and severity of escalations, applying sound judgment to balance customer needs with business priorities.
• Case Handling: Manage supervisor calls, executive or legal forwards, and other high-risk escalations requiring discretion and accuracy.
• Documentation Excellence: Accurately document actions and resolutions in CRM tools (Dash/Salesforce), ensuring proper macro usage, cross-referencing, and follow-through.
• Collaboration: Partner with leadership, Legal, and other internal teams on sensitive issues, ensuring clear communication and alignment.
• Case Ownership: Stay organized and drive timely resolutions within Service Level Agreements (SLAs) and Turnaround Times (TATs).
• Continuous Improvement: Apply feedback, adapt to evolving needs, and step in to support escalations-related tasks across the team.

In this role, you will need:

• Minimum 6 months customer service experience required, ideally in an environment with a high volume of cases and outbound calls each day 
• Experience with handling escalated calls is required
• Strong computer skills required, ideally including experience using a CRM system (i.e. Salesforce) and GoogleSuite
• Ability to make critical decisions autonomously
• Ability to have tough conversations, handle objections and utilize strong problem-solving skills.
• Ability to work in an environment that is unpredictable and fast paced
• Track record of adhering to company policies, including account notation, call documentation, and QA
• Ability to be an empathetic listener and showcase strong communication skills
• Ability to use and talk on a phone headset for up to 8 hours per day
• A growth mindset- you crave coaching and feedback and are able to implement as necessary
• A positive, professional, and high-energy attitude with a strong ability to multitask
• Hardline and high-speed internet connection

 

Compensation & Benefits:

• This is a non-exempt (hourly) position with an annualized compensation ranging from $50,000 to $54,000
• The hourly rate is $25.18
• This position will be eligible for a competitive year end performance bonus
• Company equity program
• Full medical, dental, vision package to fit your needs
• Generous paid time-off (PTO) including personal, vacation and volunteer time + paid holidays, including an employee-choice flexible holiday
• Pet discount plans & retirement plan with company match (401K)
• Technical equipment (i.e. laptop) provided

 

Where you’ll work:

• This is a remote position and the ideal candidate will permanently reside in one of the following states: Alabama, Arizona, Arkansas, Colorado, Connecticut, Delaware, District of Columbia (DC), Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin, Wyoming
• Angi currently has an office in the following city/states, 1) Denver, CO, 2) Indianapolis, IN and 3) New York City, NY, which are available for use if you reside near these locations
• We have a 'camera on' culture for virtual meetings. Must utilize all company provided equipment, including the webcam, for all team communications.

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. 

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.

This job post is scheduled to close on September 26, 2025. This is not the timeline by which we expect to fill the role, rather when we expect to limit new applications. 

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