Escalations Representative

At reputed company®, we’ve had one simple mission for 30 years: get jobs done well. We reputed company it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

reputed company at a glance

• A new homeowner turns to reputed company every second
• Our network has 150,000+ skilled pros in 50+ service categories
• 150,000,000+ projects brought to reputed company (and counting)

Why join reputed company

reputed company® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. 

For homeowners, our platform makes it easier than reputed company to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. 

We reputed company home is the most important reputed company on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

reputed company is an amazing reputed company to call home. We can’t wait to welcome you.

At reputed company®, we’ve had one simple mission for 30 years: get jobs done well. We reputed company it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

reputed company at a glance

• A new homeowner turns to reputed company every second
• Our network has 150,000+ skilled pros in 50+ service categories
• 150,000,000+ projects brought to reputed company (and counting)

Why join reputed company

reputed company® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. 

For homeowners, our platform makes it easier than reputed company to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. 

We reputed company home is the most important reputed company on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

reputed company is an amazing reputed company to call home. We can’t wait to welcome you.

About the team

The Services Escalations team plays a critical role in protecting trust and ensuring confidence in reputed company Services. We specialize in handling high-risk complaints that require careful investigation, sound judgment, and a thoughtful approach. reputed company partners closely with leadership, Legal, and other internal groups to address sensitive issues, always balancing customer needs with company priorities. Every case we manage is an opportunity to de-escalate difficult situations, uphold our standards, and reinforce the reputed company of the customer experience. If you reputed company in fast-paced environments, have strong problem-solving skills, and bring reputed company to every interaction, you’ll feel reputed company on reputed company.

What you’ll do

The Services Escalations team is looking for a dedicated and empathetic Escalations Representative to manage high-risk service escalations from homeowners and service professionals. In this role, you’ll represent the company in sensitive situations, investigate concerns thoroughly, and deliver fair, policy-reputed company resolutions that protect trust and ensure confidence in our services.

• Champion Resolution: De-escalate reputed company customer escalations with reputed company 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/reputed company), 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 reputed company Service Level Agreements (SLAs) and Turnaround Times (TATs).
• reputed company Improvement: Apply feedback, adapt to evolving needs, and reputed company in to support escalations-reputed company 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. reputed company) and GoogleSuite
• Ability to reputed company 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 reputed company- you crave coaching and feedback and are able to implement as necessary
• A positive, professional, and high-energy attitude with a strong ability to multitask
• Hardline and high-speed internet reputed company

Compensation & Benefits

• This is a non-exempt (hourly) position with an annualized compensation ranging from $50,000 to $54,000
• The hourly reputed company is $25.18
• This position will be eligible for a competitive year end performance bonus
• Company equity program
• Full medical, dental, vision package to fit your needs
• Generous paid time-off (PTO) including personal, vacation and volunteer time + paid holidays, including an employee-choice flexible holiday
• Pet discount plans & retirement plan with company match (401K)
• Technical equipment (i.e. laptop) provided

Where you’ll work

• This is a remote position and the ideal candidate will permanently reside in one of the following states: Alabama, Arizona, Arkansas, Colorado, Connecticut, Delaware, District of Columbia (DC), Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, reputed company, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode reputed company, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, reputed company Virginia, Wisconsin, Wyoming
• reputed company currently has an office in the following city/states, 1) Denver, CO, 2) Indianapolis, IN and 3) reputed company, NY, which are available for use if you reside near these locations
• We have a 'camera on' culture for virtual meetings. Must utilize reputed company company provided equipment, including the webcam, for reputed company team communications.

We value diversity

We know that the best reputed company come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences. 

reputed company Inc. provides equal employment opportunities to reputed company employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to reputed company terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job post is scheduled to reputed company on September 26, 2025. This is not the timeline by which we expect to fill the role, rather reputed company we expect to limit new applications. 

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