FreshRemote.Work

Temporary Escalations Manager - Austin, TX - Remote

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!

About the role

Angi is seeking a Temporary Escalations Manager for a long-term contract basis to support policy review and definition for our pro and service companies throughout the business based on strategic priorities. As a Temporary Escalations Manager you will be responsible for evaluating CX tickets to deduce trends, managing pro & customer escalations, executing weekly and monthly check refund processing, and troubleshooting across cross functional teams.

This position will be remote and require candidates to work up to a 40-hour work week and 1 Saturday per month. The hourly rate for this role ranges between $18 - $20 per hour. 

What you’ll do

  • Be a resource & problem solver for pro-facing strategic needs & ensure a positive Pro experience (via call, email, text, chat etc.)
  • Ensure appropriate distribution of jobs, review and adjust job volume, partner with pros on appropriate and desired growth & expansion, explore exclusivity, etc.
  • Professionally follow up with support teams internally and externally ensuring pro need resolution (prioritize top-tier pros, continued follow up to ensure resolution, etc.
  • Develop & maintain Pro relationships across all partnerships and territorial areas
  • Warm handoff between Onboarding / Early Education for newly onboarded pros
  • Smaller administrative needs as assigned & ad hoc projects

Who you are

  • Excellent sales, negotiation, and conflict-resolution skills
  • Strong escalation management and able to manage numerous parties/situations
  • Strong written and verbal communication skills (comfort & skill with phone and email)
  • Comfortable working in systems / learning new tools (Dash, Zendesk)
  • Basic Excel/Google Sheet proficiency
  • Ability to synthesize data to glean trends & insights
  • Strong time management & organizational skills
  • Looker or Tableau experience

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.

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Job Profile

Regions

North America

Countries

United States

Skills

Communication Conflict Resolution Data analysis Excel Negotiation Organizational Sales Time Management

Tasks
  • Be a resource for pro-facing needs
  • Be a resource & problem solver for pro-facing strategic needs
  • Develop & maintain Pro relationships
  • Ensure appropriate distribution of jobs
  • Ensure job distribution
  • Evaluate CX tickets
  • Execute check refund processing
  • Handle administrative tasks
  • Handoff between Onboarding/Education
  • Manage pro & customer escalations
  • Negotiation
  • Refund processing
  • Troubleshoot across teams
  • Warm handoff between Onboarding / Early Education for newly onboarded pros
Timezones

America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9