Project Advisor - Center of Excellence (COE)

About the team

We're expanding our Center of Excellence (COE) — a specialized Project Advisor team within Homeowner Success. COE Project Advisors are primarily outbound calling representatives who proactively connect with homeowners, and who also field return inbound calls from homeowners responding to prior outreach. In this role, you'll partner with homeowners to get Jobs Done Well — uncovering their project needs and matching them with the right pros — while representing the highest bar of service quality and consistency for the broader Project Advisor organization.

Since COE sets the standard for the team, members are also called on to participate in pilots, tests, and process improvements as business needs arise — helping shape how new tools, workflows, and initiatives roll out across the wider organization.

If you thrive in a dynamic, outbound-driven environment, bring excellent communication skills, and are committed to continuous improvement, we encourage you to apply.

What you’ll do:

Outbound & Inbound Customer Support

• Proactively place outbound calls to homeowners to advance their project journey and identify additional needs.
• Field return inbound calls from homeowners responding to prior outreach, providing professional and courteous support.
• Identify, uncover, and discover additional project needs through natural conversation, and present matched pros clearly to homeowners based on those needs.
• Engage homeowners in tailored discussions about available services and solutions based on their project scope.
• Maintain current knowledge of products, policies, and procedures to give homeowners accurate, timely information.

Pilots, Testing & Continuous Improvement

• Participate in pilots, tests, and special projects as business needs require, providing frontline feedback on new tools, scripts, and processes.
• Flex to support other lines of business (LOBs) on a temporary basis when COE capacity is needed elsewhere.
• Surface homeowner feedback and insights that inform broader service and process improvements.

Team Collaboration

• Collaborate with team members and leadership to share knowledge and best practices.
• Actively participate in Learning & Development activities that support both team growth and personal development.
• Support team goals and initiatives aimed at improving performance and customer satisfaction.

Performance Monitoring

• Meet or exceed performance metrics, including Service Request (SR) conversion rate, matches per session, customer satisfaction (CSAT), and quality/accuracy scores.
• Seek and apply feedback from leadership to continuously improve performance and customer interactions.
• Maintain accurate, complete records of customer interactions and transactions in designated systems.

In this role, you will need:

Required

• 1+ years of experience in a call center, outbound sales, or customer service environment.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to think quickly and resolve issues effectively.
• Ability to multitask and prioritize in a fast-paced, metrics-driven environment.
• Detail-oriented, with a consistent focus on high-quality customer service.
• Adaptable and willing to learn new skills, tools, and processes — including participating in pilots and tests as needed.
• Commitment to upholding company values and delivering an exceptional homeowner experience.

Preferred

• Prior experience in an outbound-calling or proactive-outreach role.
• Familiarity with call center systems and dialer software.
• Proficiency with Google Suite tools (Gmail, Drive, Docs, Sheets, Calendar).

Schedule & Shift Requirements:

• This is a full-time role. We are seeking candidates who can work 5 days per week with start times ranging from 8:00-10:30am ET. It is expected that selected candidates will work 40 hours per week.
• We are seeking team members who can offer flexibility as business needs evolve, including potential weekend coverage.
• Weekend work is not currently required; however, availability and willingness to support weekend scheduling may be considered a plus.
• Any weekend scheduling needs would be communicated in advance and aligned with business demand.

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, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin or Wyoming.
• Angi currently has an office in the following city/states: 1) Denver, CO, 2) Indianapolis, IN, and 3) New York City, NY, which are available for use if you reside near these locations.
• We have a 'camera on' culture for virtual meetings. Team members must utilize all company provided equipment, including the webcam, for all team communications.