Summary: The Temporary Escalations Case Manager at Angi is responsible for managing customer escalations and ensuring a positive customer experience through effective case management. This role involves problem-solving, coordinating with cross-functional teams, and executing refund processing while maintaining strong relationships with customers. The position is remote and requires a commitment of up to 40 hours per week, including one Saturday per month.

Key Responsibilities:

• Act as a trusted resource and solution seeker for customer and partner-facing escalation needs while ensuring a positive customer experience (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
• Administrative needs as assigned and other ad hoc projects

Key Skills:

• A proven expert in problem-solving and de-escalation, who skillfully manages and resolves challenging situations
• A strong escalation and case management specialist, with the ability to coordinate and facilitate resolution across multiple stakeholders
• An empathetic listener who can communicate concisely both verbally and in written forms
• A continuous learner who navigates various systems and tools, including Dash and Salesforce, with the ability to quickly adapt to new platforms
• An organized and excellent time manager with careful follow-through, consistently delivering results while managing competing priorities
• A self-motivated, proactive, and capable individual able to excel in independent work environments, who is always seeking and driving positive outcomes
• Proficient in Google Workplace for data analysis and reporting tasks

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other