Escalations Representative - Remote

Overview

The Marketplace Escalations team is seeking an Escalations Rep to handle homeowner and service professional escalations. An Escalations Rep evaluates the risk of a customer escalation and provides appropriate solutions to resolve complaints while mitigating ongoing risk.

In Short

• Utilize empathy and discernment to address consumer complaints
• De-escalate complaints in line with Angi’s Operating Principles
• Evaluate risk and nature of customer concern to provide an appropriate solution
• Provide high level customer service for both email ticketing and phone
• Comfortable working with escalated calls using strong emotional intelligence
• Ability to make critical decisions autonomously
• Strong desire to succeed and grow
• Track record of adhering to company policies
• Willingness to assist with any escalations related tasks
• Strong computer skills required

Requirements

• 2+ years in customer service
• Comfort with maintaining a high volume of cases and outbound calls
• Ability to think on your feet and pivot quickly
• Ability to have tough conversations and handle objections
• Growth mindset with a willingness to learn
• Empathetic listener with clear communication skills
• Positive, professional, and high-energy attitude
• Ability to work remote in a private setting
• Must have a conversation with your manager prior to applying

Benefits

• Base pay of 25.18/hr + bonus potential based on performance
• Company equity program
• Employer paid medical coverage with a company contribution to an HSA fund
• Dental & vision coverage, pet discount plans
• Retirement plan with company match (401K)
• Generous PTO including sick, personal, vacation, and paid holidays
• Work/life balance (This role is 40 hours a week, Monday- Friday)
• Technical equipment (i.e. laptop) provided
• The rare opportunity to work with sharp, motivated teammates