Customer Solutions Specialist I

Summary

Join Angi's Escalations team as a Customer Solutions Specialist I to handle homeowner and service professional escalations, utilizing empathy and discernment to address consumer complaints and provide high-level customer service.

Requirements

• 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

Responsibilities

• 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

Benefits

• $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)