Customer Solutions Specialist I

Summary

Join Angi's team as a Customer Solutions Specialist I to facilitate communication between Homeowners and Service Professionals, resolving complaints and utilizing problem resolution leverage points. The ideal candidate is comfortable with high-volume calls, can make critical decisions autonomously, and has strong EQ.

Requirements

• Comfort with high volume of 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
• The position requires that you are able to work in an environment that is unpredictable and fast paced
• Comfortable working with escalated calls using strong EQ
• A 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
• You’re an empathetic listener and you can communicate extremely clearly & concisely both verbally and in written forms
• You have a 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. Gmail, CRM’s, Google Suite

Responsibilities

• Aide in facilitating communication between Homeowners and Service Professionals to resolve assigned complaints
• Maintain consistent communication with both our Homeowner and Service Professional customers to engage them in the problem resolution process
• Utilize Angi’s Problem Resolution leverage points to encourage resolution through SP resolve or Fairclaims
• Utilize empathy and discernment to address consumer complaints
• Ability to handle escalated conversations by utilizing Angi’s emotional currencies
• Verify an approved rating and review is posted to all complaints aligned with Angi terms and conditions
• Thorough, consistent communication during an open complaint, including initial attempts to contact both parties within 24hours of assignment, and no greater than 7 days between each follow-up call
• When applicable, take steps to minimize SP account exposure
• Willingness to take inbound calls as needed, including transfers from Points
• Willingness to assist with any CST related tasks as business needs dictate

Benefits

• $18.00/hr + commission
• Paid training
• Medical, dental & vision coverage (including options 100% subsidized by Angi!)
• Retirement plan with company match (401K) through Charles Schwab
• Company Equity Program
• Company match of personal charitable contributions up to $15,000 per year
• Generous PTO including sick, personal, vacation, volunteer time and 9 paid holidays
• Technical equipment provided