Full-Time Escalations Representative
Angi is hiring a remote Full-Time Escalations Representative. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
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Angi
Job Title
Escalations Representative
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
USA
Salary
YEAR $50000 - $54000
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Job Details
The Services Escalations team plays a critical role in protecting trust and ensuring confidence in Angi Services.
The Services Escalations team is looking for a dedicated and empathetic Escalations Representative to manage high-risk service escalations from homeowners and service professionals.
What you’ll do:
- Champion Resolution: De-escalate complex customer escalations with empathy and professionalism, ensuring the reporting party feels heard while aligning outcomes with company policies.
- Investigate & Problem-Solve: Review booking details, past communications, and supporting documentation to uncover root causes and determine next steps.
- Risk Assessment: Evaluate the nature and severity of escalations, applying sound judgment to balance customer needs with business priorities.
- Case Handling: Manage supervisor calls, executive or legal forwards, and other high-risk escalations requiring discretion and accuracy.
- Documentation Excellence: Accurately document actions and resolutions in CRM tools (Dash/Salesforce), ensuring proper macro usage, cross-referencing, and follow-through.
- Collaboration: Partner with leadership, Legal, and other internal teams on sensitive issues, ensuring clear communication and alignment.
- Case Ownership: Stay organized and drive timely resolutions within Service Level Agreements (SLAs) and Turnaround Times (TATs).
- Continuous Improvement: Apply feedback, adapt to evolving needs, and step in to support escalations-related tasks across the team.
In this role, you will need:
- Minimum 6 months customer service experience required, ideally in an environment with a high volume of cases and outbound calls each day
- Experience with handling escalated calls is required
- Strong computer skills required, ideally including experience using a CRM system (i.e. Salesforce) and GoogleSuite
- Ability to make critical decisions autonomously
- 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
- Track record of adhering to company policies, including account notation, call documentation, and QA
- Ability to be an empathetic listener and showcase strong communication skills
- Ability to use and talk on a phone headset for up to 8 hours per day
- A growth mindset- you crave coaching and feedback and are able to implement as necessary
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Escalations Representative at Angi is
17th of October 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
USA
] applicants. .
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