Escalations Representative

About Angi

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.

Role Overview

The Marketplace Escalations team is seeking a Escalations Rep to handle homeowner and service professional escalations. An Escalations Rep evaluates the risk of a customer escalation and provides appropriate solutions to resolve complaints while mitigating ongoing risk.

What You'll Do

• Utilize empathy and discernment to address consumer complaints
• De-escalate complaints in line with Angi’s Operating Principles
• Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain the trust & safety of our marketplace
• Evaluate case documents, pictures, and proof provided in respect to process, policy and identify next steps for the customer.
• Provide high level customer service for both email ticketing and phone, with excellent written and verbal skills.
• When applicable, take steps to minimize exposure to service provider accounts
• A willingness to assist with any escalations related tasks as business needs dictate

What We're Looking For

• Experience:
  • 2+ years in customer service, showcasing thorough, professional, and consistent communication
• Skills & Abilities:
  • Comfort with maintaining a high volume of cases and outbound 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.
  • Ability to work in an environment that is unpredictable and fast paced.
  • Comfortable working with escalated calls using strong emotional intelligence
  • 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.
  • Empathetic listener who can communicate extremely clearly & concisely both verbally and in written forms.
  • 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. Salesforce, Google Suite.
• Technical Requirements:
  • Ability to work remote from in a private setting, with hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per day
• Application Requirement:
  • Must have a conversation with your manager prior to applying. Manager must submit Manager Recommendation Form to be considered

Compensation and Benefits

• Salary: $52,000 - $54,000 per year
• Pay Structure: Base pay of $25.18/hr + bonus potential based on performance of up to 5% annually
• Equity: Company equity program
• Health: Employer paid medical coverage with a company contribution to an HSA fund
• Additional Benefits: Dental & vision coverage, pet discount plans
• Retirement: Retirement plan with company match (401K) through Charles Schwab
• Time Off: Generous PTO including sick, personal, vacation, volu