Customer Experience Associate

Full time Angi in Customer Service
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Job Detail

  • Offered Salary Competitive

Job Description

Customer Experience Associate

  • United States – Remote

Angi® is the home for everything home. From repairs and renovations to products and financing, Angi is transforming every touch point in home services. With over 25 years of experience and a network of nearly 250,000 pros, we have helped more than 150 million people with their home needs. Our products and technology help our customers love where they live while helping small businesses grow and thrive. We believe the home is the most important place on earth and we are at the beginning of our ambitious journey to redefine how people care for their homes – join us!
About the Team

Angi is seeking an analytical and energetic Customer Experience (CX) associate to support our newest, fastest growing business line, Managed Projects. This is a unique opportunity to join our team of talented individuals to disrupt how customers and service professionals access and experience large home improvement projects

About the Role

As a Customer Experience (CX) Associate, you will be joining the Managed Projects Operations team which supports categories with the highest complexity (fencing to garages). You will be responsible for ensuring a great experience for our customers and service professionals, while helping to build a best-in-class escalation resolution process. A successful candidate will have end-to-end ownership, from strategy to execution, of a wide array of the CX organization, including escalations, policy and handling, QA and more. This is a unique opportunity to support and be part of critical, rapidly growing businesses at Handy.

What you’ll do

  • Work closely with our CX Manager to build & iterate on Managed Projects CX processes
  • Manage and resolve complex cases of customer and service professional issues on behalf of Angi
  • Manage responses to all escalated customer, professional, and 3rd party inbounds – either directly or through oversight of our remote teams – and solve with a high level of support
  • Manage and track cost of sales items and disputes
  • Support risk control and escalations management function
  • Provide feedback to direct and senior management as the voice of the customer and/or professional to increase satisfaction, sentiment, and retention

Who you are

  • 2-10+ years in a Customer Service Organization (at a tech startup, preferred) supporting key content and processes, with 1+ years experience managing escalations for customer, professional, and 3rd party inbounds – Compensation with be commensurate with experience
  • Excellent written and verbal communication skills
  • Ease with explaining information in a simple, digestible way to a variety of audiences
  • Ability to work independently with excellent time management; must be able to multitask
  • Construction, Home Improvement Industry experience is a plus
  • Willingness to adapt to a fast-paced work environment; hack, test and learn mentality; team player
  • Willingness to get hands dirty and do whatever it takes to ensure success
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the home services industry

Compensation & Benefits:

  • This position will be eligible for a competitive year end performance bonus & equity package.
  • Full medical, dental, vision package to fit your needs
  • Flexible vacation policy; work hard and take time when you need it
  • Pet discount plans & retirement plan with company match (401K)
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

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