Customer Experience Associate at Angi (Remote)

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Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at “home.” For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.  

Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us—we cannot wait to welcome you home!

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 

#LI-Remote

#BI-Remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • JavascriptLanguages
    • NuxtLanguages
    • ReactLanguages
    • KotlinLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Next.jsLibraries
    • TailwindLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AWS (Amazon Web Services)Frameworks
    • ReactFrameworks
    • DynamoDBDatabases
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • MailChimpEmail
    • GemLead Gen

Location

Nestled within the River North Art District east of the South Platt River is the home of our Denver HQ office. Caddy corner to a variety of popular local restaurants and bars, this location provides access to the after-work happenings residents enjoy and the office itself has a variety of amenities.

An Insider's view of Angi

What’s the vibe like in the office?

From my first day walking into the building, it felt as if I had entered the most inviting home I had ever been in. The culture was evident, from the smiles and overall happiness to be at work, was a first for me. When I think of the culture the first thing to come to mind is a large table with room to fit all of our culture that we bring to the ta

Sean

Inside Sales Manager

What projects are you most excited about?

The Leadership Development Program is a project to become eligible for management. Career growth is one of the reasons I chose a career with HomeAdvisor. The projects I am working on focuses on improving my FTE, Retention, and Pipeline Management to make sure I am in good standing to become the best version of myself and to lead a team

Kira

Bowman

What makes someone successful on your team?

Being coachable, you have to be willing to put yourself out there and not always wait for a coaching. Feel comfortable to talk to someone if you’re having an issue and soak up the feedback, be moldable.

Rachel

Inside Sales Manager

What is your vision for the company?

The vision of the office in Chicago is to grow leaders. The Sales Leadership Development Program provides mentorship to sales representatives who are interested in future leadership opportunities, and new managers transitioning into the role. The course is designed to help breed our leaders and future leaders with the tools necessary to succeed

Connor

VP of Sales

How has your career grown since starting at the company?

When I was selected to do the open bell ceremony in New York during the merger. It lit another fire under me and let me know that there’s a different kind of energy here. I really wanted something bigger here with the company. They believed in me, and they gave me a prestigious honor. To know that the company believed in me, made me give 150%.

Antoine

Sales Manager

What are Angi Perks + Benefits

Angi Benefits Overview

Angi strives to make all employees feel valued through a variety of programs, perks, and benefits. We're proud to offer competitive salaries, unlimited earning potential for our sales consultants and an environment that provides opportunities for professional development.

We also extend comprehensive healthcare offerings, 401K matching, generous PTO, competitive parental leave/family planning benefits, and more!

Culture
Volunteer in local community
Friends outside of work
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
We have an onsite gym in our RiNo building for unlimited use by our employees!
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program

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