Escalations Representative - Remote

Overview

The Escalations Representative at Angi® plays a critical role in managing high-risk service escalations from homeowners and service professionals, ensuring trust and confidence in Angi Services.

In Short

• Champion resolution of complex customer escalations.
• Investigate and problem-solve customer concerns.
• Assess risk and balance customer needs with business priorities.
• Handle high-risk escalations with discretion and accuracy.
• Document actions and resolutions in CRM tools.
• Collaborate with leadership and Legal on sensitive issues.
• Stay organized and drive timely resolutions.
• Adapt to evolving needs and support the team.

Requirements

• Minimum 6 months customer service experience.
• Experience with handling escalated calls.
• Strong computer skills, especially with CRM systems.
• Ability to make autonomous critical decisions.
• Strong problem-solving skills and ability to handle objections.
• Ability to thrive in a fast-paced environment.
• Track record of adhering to company policies.
• Empathetic listener with strong communication skills.
• Ability to use a phone headset for extended periods.
• A positive, professional attitude with multitasking ability.

Benefits

• Hourly rate of $25.18, with annualized compensation of $50,000 to $54,000.
• Eligible for a year-end performance bonus.
• Company equity program.
• Full medical, dental, and vision package.
• Generous paid time-off (PTO) and holidays.
• Pet discount plans and retirement plan with company match.
• Technical equipment provided.