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.
The Escalations team is seeking a Customer Solutions Specialist I to handle homeowner and service professional escalations. An Escalations Specialist 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
- Evaluating risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain a high quality 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 pro accounts
- A willingness to assist with any escalations related tasks as business needs dictate
What We're Looking For:
- 2+ years in customer service, showcasing thorough, professional, and consistent communication
- 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.
- 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
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.
Compensation: $18.00-$20.00/hr
- This position will be eligible for a competitive annual performance bonus
- Full medical, dental, vision package to fit your needs
- Generous Paid Time Off policy
- Pet discount plans & retirement plan with company match (401K)
- The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world
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.
