Inbound Pro Success Representative
About The Position
Angi is seeking an Inbound Pro Success Representative to join our Pro Success team. This is a high-impact, high-stakes role where you are the final line of defense in protecting our revenue and, more importantly, ensuring our Pros find long-term value in their partnership with Angi. The ideal candidate is a "consultative closer" who thrives in a fast-paced call queue environment. You don't just "save" a customer; you listen, diagnose why their advertising isn’t working, and pivot the conversation toward a solution that keeps their business growing. You will report to the Pro Success Manager and work alongside a team dedicated to turning frustrated pros into lifelong partners. The Pro Success team is the heartbeat of Angi’s sustainability and the "final line of defense" for our marketplace. While other teams focus on bringing in new business, we ensure our current Pros stay, grow, and thrive. We are a resilient, competitive, and empathetic group of specialists who manage the most critical moments of the customer lifecycle, the inbound cancellation request. By turning frustrated Pros into lifelong partners, we directly impact the company's bottom line and the overall health of the home services industry.
Requirements
- Experience navigating and maintaining data integrity within a CRM (e.g., Salesforce) to track customer lifecycles.
- Comfort using cloud-based telephony systems in a high-volume, fast-paced inbound environment.
- Ability to quickly learn and explain digital advertising metrics and platform tools to non-technical users.
- 1-3 years of relevant experience, ideally featuring a combination of high-volume sales and revenue retention where you were responsible for protecting a book of business.
- Strategic Communicator: You possess the ability to think on your feet and deliver creative, high-impact solutions while navigating complex conversations under pressure.
- Advanced De-escalation: You can maintain a calm, tactful, and professional demeanor even when dealing with highly frustrated customers, turning tense interactions into productive partnerships.
- Goal Oriented: You are motivated by a relentless drive to meet and exceed "Save Rate" metrics and monthly retention targets to help the team win.
- High Coachability: You demonstrate a consistent desire to take immediate, constructive feedback and apply it effectively to improve the outcome of your very next call.
Responsibilities
- Own the Save: Manage a high volume of inbound calls from Pros looking to cancel or reduce their advertising spend.
- Diagnose & Consult: Use active listening to uncover the "why" behind the request and demonstrate the platform's value.
- Negotiate & Re-sell: Confidently handle objections regarding lead quality, pricing, and performance to secure a "re-close."
- Internal Collaboration: Partner with Account Management and Support teams to resolve technical or billing roadblocks.
- Data Integrity: Accurately track save reasons and outcomes in the CRM to help leadership identify market trends and risks.
- Continuous Improvement: Refine "re-selling" techniques based on real-time coaching and evolving industry trends.
Benefits
- Full medical, dental, and vision package to fit your needs
- Company Equity Program
- Pet discount plans & retirement plan with company match (401K)
- Generous PTO including sick personal, vacation, volunteer time and paid holidays
- Work/life balance (This role is 40 hours a week, Monday-Friday)
- Technical equipment (i.e. laptop) provided
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
