Temporary Escalations Case Manager

Summary: The Temporary Escalations Case Manager at Angi will provide high-level customer service by managing escalated cases and ensuring a positive experience for customers. This remote role involves problem-solving, coordinating with cross-functional teams, and executing refund processes. The position requires effective time management and the ability to handle complex cases weekly while suggesting process improvements. Candidates should be empathetic listeners and proficient in various systems, including Google Workplace.

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