Temporary Escalations Case Manager

Angi; Illinois; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Temporary Escalations Case Manager, where you will play a crucial role in enhancing customer experiences. This position involves managing customer escalations, providing solutions, and collaborating with cross-functional teams to ensure timely resolutions. You will be the trusted resource for both customers and partners, helping to build a positive reputation for the organization. With a focus on problem-solving and effective communication, you will thrive in a dynamic environment that values diverse perspectives and innovative ideas. If you are a proactive individual looking to make a significant impact, this role is perfect for you.

Qualifications

• Expert in problem-solving and managing escalations effectively.
• Strong case management skills with the ability to coordinate resolutions.

Responsibilities

• Manage customer escalations and ensure a positive experience.
• Resolve 30-35 complex cases weekly while adhering to standards.

Skills

Problem-solving

De-escalation

Case management

Empathetic listening

Communication

Time management

Tools

Salesforce

Google Workplace

Dash

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)

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 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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ANGI APPLICANT CALIFORNIA CONSUMER PRIVACY ACT NOTICE We are providing this notice to our applicants as required under the California Consumer Privacy Act, which became effective January 1, 2020. We collect the below categories of personal information from you in connection with your potential employment with Angi for our purposes, including performing services and operations related to your employment; providing benefits, payroll, and other HR functions; security; quality and safety assurance; and compliance with laws and regulations. Identifiers (This may include but is not limited to name, address, email address, social security number, and driver’s license number) Personal Records (This may include but is not limited to telephone number, education and employment history, and bank account number) Personal Characteristics and Traits (This may include but is not limited to: sex, marital status, veteran status, familial status, race, disability, and gender identity) Commercial Information (This may include but is not limited to benefits records and records of reimbursements of expenses) Sensory Data (This may include but is not limited to audio and/or visual recordings such as through security cameras in the workplace) Professional and Employment Information (This may include but is not limited to resume, background check results, and references) Non-public Education Records (This may include but is not limited to: educational institution transcripts and records) * Select...

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At Angi, we strive to make our services universally available & easily accessible for every home. Similarly, within our workplace, we value diversity and continually work to create an environment where everyone, regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation feels included and impactful in our mission to change the way home services are purchased and served around the world.

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