Temporary Escalations Case Manager

Angi; Urbana (IL); Remote; Full time

Job summary

Join a forward-thinking company as a Temporary Escalations Case Manager, where you will play a vital role in enhancing customer experiences. This engaging position involves managing customer escalations, ensuring timely resolutions, and building trust through effective communication. You will thrive in a supportive environment that values problem-solving and adaptability, all while working remotely. With a focus on delivering positive outcomes, your contributions will have a meaningful impact on the lives of homeowners and service professionals alike. If you are passionate about customer service and looking to make a difference, this opportunity is perfect for you.

Qualifications

• Expert in problem-solving and de-escalation with strong case management skills.
• Empathetic listener with excellent verbal and written communication skills.

Responsibilities

• Manage customer escalations ensuring a positive experience through effective communication.
• Resolve 30-35 complex cases weekly while optimizing team processes.

Skills

Problem-solving

De-escalation

Communication (verbal and written)

Time management

Customer service

Data analysis

Adaptability to new platforms

Education

High school diploma or equivalent

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)

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. 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 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries: Software Development