Temporary Escalations Case ManagerNew Denver, CO - Remote

Angie's List • Denver, CO

309d • $17 - $19 • Remote

About The Position

Angi is seeking a Temporary Escalations Case Manager for a long-term assignment to provide white-glove customer escalations and ensure a positive customer experience. As a Temporary Escalations Case Manager, you will be responsible for owning impactful relationships with customers through case management by identifying issues at hand, creatively solving for the most ideal solutions, handling your time effectively to successfully support individual case journeys, executing regular 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 $17 - $19 per hour.

Requirements

• 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

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

What This Job Offers

• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services