Escalations Representative

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At Angi®, we've had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need - and connecting pros with homeowners who have the jobs they want.Angi at a glance:A new homeowner turns to Angi every secondOur network has 150,000+ skilled pros in 50+ service categories150,000,000+ projects brought to Angi (and counting)Why join Angi:Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. We believe home is the most important place on earth, and so we work hard for our homeowners and our pros - making a real impact on families, communities, and livelihoods.Angi is an amazing place to call home. We can't wait to welcome you.The Marketplace Escalations team is seeking a Escalations Rep to handle homeowner and service professional escalations. An Escalations Rep 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 complaintsDe-escalate complaints in line with Angi's Operating PrinciplesEvaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain the trust & safety of our 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 service provider accountsA willingness to assist with any escalations related tasks as business needs dictateWhat We're Looking For: 2+ years in customer service, showcasing thorough, professional, and consistent communicationComfort with maintaining a high volume of cases and outbound calls each dayAbility to make critical decisions autonomouslyAbility 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.Comfortable working with escalated calls using strong emotional intelligenceGrowth mindset- you crave coaching and feedback and are able to implement as necessaryTrack record of adhering to company policies, including account notation, call documentation, and QA.Empathetic listener who can communicate extremely clearly & concisely both verbally and in written forms.Strong desire to succeed and growPositive, professional, and high-energy attitude with a strong ability to multitask Strong computer skills required, particularly with internet and applications - ie. Salesforce, Google Suite.Ability to work remote from in a private setting, with hardwire and high-speed internet connection to utilize phone headset for up to 8 hours per dayMust have a conversation with your manager prior to applying. Manager must submit Manager Recommendation Form to be consideredCompensation and Benefits: $52,000 - $54,000 per yearbase pay of 25.18/hr + bonus potential based on performance of up to 5% annuallyCompany equity programEmployer paid medical coverage with a company contribution to an HSA fundCompany equity ProgramDental & vision coverage, pet discount plansRetirement plan with company match (401K) through Charles SchwabGenerous PTO including sick, personal, vacation, volunteer time and paid holidaysWork/life balance (This role is 40 hours a week, Monday- Friday)Technical equipment (i.e. laptop) providedThe rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the worldEqual Employment OpportunityAngi 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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