Senior Manager, Global Medical Oncology, US Myeloid – MDS/MF
Bristol Myers Squibb
Escalations Case Manager
Angi
contract
Posted on:
Location: Colorado, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $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
