Escalations Case Manager

Summary

Join Angi as a Temporary Escalations Manager for a long-term contract! This remote position requires a 40-hour work week plus one Saturday per month and offers an hourly rate of $17-$19. You will manage customer escalations, ensuring positive customer experiences through case management and creative problem-solving. Responsibilities include resolving complex cases, collaborating with cross-functional teams, and identifying process improvements. The ideal candidate possesses strong problem-solving, communication, and time management skills, along with experience using various systems like Dash and Salesforce. This role is perfect for a self-motivated individual who thrives in independent work environments.

Requirements

• Proven expertise in problem-solving and de-escalation, effectively managing and resolving challenging situations
• Strong escalation and case management skills, with the ability to coordinate and facilitate resolution across multiple stakeholders
• An empathetic listener who can communicate extremely clearly and concisely both verbally and in written forms
• Comfortable navigating various systems and tools, including Dash and Salesforce, with the ability to quickly adapt to new platforms
• Highly organized with strong time management and follow-through skills, consistently delivering results while managing competing priorities
• Proficient in Google Workplace for data analysis and reporting tasks
• Self-motivated, proactive, and able to excel in independent work environments, always seeking and driving positive outcomes

Responsibilities

• Be a resource and solution seeker for customer and partner-facing escalation needs and ensure a positive customer experience (via call, email, text, etc.)
• Professionally follow up with cross-functional teams internally and externally ensuring escalation resolution
• Build trust with 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 standards
• Identify and suggest improvements to team processes to optimize workflows
• Smaller administrative needs as assigned and other ad hoc projects