Escalations Case Manager

Summary

Join Angi® as a Temporary Escalations Case Manager for a long-term remote assignment! You will be responsible for managing customer escalations, resolving complex cases, and ensuring positive customer experiences. This role requires strong problem-solving, communication, and time management skills. You will collaborate with cross-functional teams to find solutions and improve team processes. The position offers a flexible schedule with one Saturday per month required, and an hourly rate between $17 and $19. This is a great opportunity to make a real impact on customer satisfaction while working remotely.

Requirements

• Be a proven expert in problem-solving and de-escalation, who skillfully manages and resolves challenging situations
• Be a strong escalation and case management specialist, with the ability to coordinate and facilitate resolution across multiple stakeholders
• Be an empathetic listener who can communicate concisely both verbally and in written forms
• Be a continuous learner who navigates various systems and tools, including Dash and Salesforce, with the ability to quickly adapt to new platforms
• Be an organized and excellent time manager with careful follow-through, consistently delivering results while managing competing priorities
• Be a self-motivated, proactive, and capable individual able to excel in independent work environments, who is always seeking and driving positive outcomes
• Be proficient in Google Workplace for data analysis and reporting tasks

Responsibilities

• 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

Benefits

• Remote work
• Hourly rate between $17-$19 per hour