Angi

Escalations Case Manager

Angi

contract

Posted on:

Origin:  • 🇺🇸 United States • Colorado, Illinois

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Salary

💰 $17 - $19 per hour

Job Level

Mid-LevelSenior

About the role

  • Own impactful relationships with customers through case management by identifying issues and creatively solving for ideal solutions
  • Execute regular refund processing and troubleshooting across cross-functional teams
  • Act as a trusted resource and solution seeker for customer and partner-facing escalation needs (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
  • Complete administrative needs as assigned and other ad hoc projects

Requirements

  • Proven expert in problem-solving and de-escalation, who skillfully manages and resolves challenging situations
  • Strong escalation and case management specialist, with the ability to coordinate and facilitate resolution across multiple stakeholders
  • Empathetic listener who can communicate concisely both verbally and in written forms
  • Experience navigating various systems and tools, including Dash and Salesforce
  • Organized and excellent time manager with careful follow-through, consistently delivering results while managing competing priorities
  • Self-motivated, proactive, and capable of excelling in independent work environments
  • Proficient in Google Workplace for data analysis and reporting tasks
  • Ability to work up to a 40-hour work week and 1 Saturday per month
  • Ability to consistently resolve 30-35 complex cases weekly while adhering to team handling standards