Customer Solutions Specialist I

Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at “home.” For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.  

Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home!

The Customer Solutions team is seeking a Customer Solutions Specialist I to handle homeowner and service professional escalations. An Escalations Specialist evaluates the risk of a customer escalation and provides appropriate solutions to resolve complaints while mitigating ongoing risk.

What You'll Do: 

• Utilize empathy and discernment to address consumer complaints
• De escalate complaints in line with Angi’s Operating Principles
• Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain a high quality marketplace    
• Evaluate case documents, pictures, and proof provided in respect to process, policy and identify next steps for the customer.        
• Provide high level customer service for both email ticketing and phone, with excellent written and verbal skills.     
• When applicable, take steps to minimize exposure to pro accounts
• Assist with any escalations related tasks as business needs dictate

What We're Looking For:  

• Minimum 2 years experience with directly handling a high volume of escalated customers via phone and email, diffusing negative customer experiences with strong resolution, empathy, and positive redirection skills
• Comfort with maintaining a high volume of cases and outbound calls each day
• Ability to make critical decisions autonomously
• Ability to think on your feet and pivot quickly
• Ability to have tough conversations, handle objections and utilize strong problem-solving skills
• Ability to work in an environment that is unpredictable and fast paced
• Growth mindset- you crave coaching and feedback and are able to implement as necessary
• Empathetic listener who can communicate extremely clearly & concisely both verbally and in written forms
• Positive, professional, and high-energy attitude with a strong ability to multitask    
• Ability to and comfortable with working remotely. Access to hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per day
• Salesforce/G-suite experience preferred

 

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

 

Compensation: $18.00/hr

• This position will be eligible for a competitive annual performance bonus.
• Full medical, dental, vision package to fit your needs
• Generous Paid Time Off policy
• Pet discount plans & retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

 

Equal Employment Opportunity

Angi Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.    

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.