Customer Service Representative, iRoofing

Porch.com, Inc.; Colombia; Remote; COP 35,712,000 - 37,944,000; Full time

Job summary

Porch Group is hiring a Customer Service Representative in Colombia. The role is remote, focusing on delivering first-class support to customers and the business, handling inquiries across multiple channels, and building lasting relationships.

You will work with product knowledge to resolve questions, maintain records, and ensure customer satisfaction while collaborating with other teams globally.

Qualifications

• 3+ years of experience in Customer Service or Telemarketing roles.

Responsibilities

• Provide excellent customer service with strong interpersonal skills.
• Interact with iRoofing customers via phone, web, and email.
• Learn product ranges to deliver top service.
• Respond promptly to customer inquiries.
• Resolve issues at first contact; escalate when needed.
• Maintain accurate customer records.
• Troubleshoot common issues accurately.
• Collaborate with other departments for solutions.
• Educate customers on additional products.

Skills

Customer service

MS Word

MS Excel

English proficiency

Time management

Education

High School Diploma

Tools

MS Word

Excel

Job description

Job Title: Customer Service Representative

Location: Colombia

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we’d love you to be a part of it as a Customer Service Representative As a Customer Service Representative, your role will be to focus on providing correct resolutions for both customers and the business. You will handle customer relationships and assist with their individual service needs while delivering best-in-class customer service.

What You Will Do

• Provide excellent customer service and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customer
• Deal directly with iRoofing customers through a variety of channels including telephone (both inbound/outbound), internet (virtual “face to face”), and written correspondence as appropriate
• Acquire detailed knowledge of product ranges and services to provide excellent service
• Respond promptly to customer’s inquiries
• Determine the quickest, most effective ways to answer a customer’s question or concern
• Recognize individual customer service needs
• Take ownership and provide resolutions at the first point of contact, avoiding transferring the call or having customers call again
• Escalating queries and concerns
• Handle complaints and call out any issues where appropriate
• Maintain and update customer related information systems to ensure that our client hold accurate records, collect and access appropriately information relevant to type of call
• Troubleshooting common issues with a high degree of accuracy and ethicacy
• Working with other departments to find appropriate solutions
• Proactively educates customer on additional products and features that will have a positive impact on the customer’s experience
• Ensuring that customers are satisfied with product or services

What You Will Bring

• High School Diploma or equivalent
• 3+ years of experience in Customer Service, Customer Success or Telemarketing roles.
• Good/Excellent Computer Skills
• Ability to work with MS Word, Excel
• Effective time management and self-accountability
• Excellent Written and Verbal Communication Skills
• High level of professionalism
• Experience working with global and/or US based business teams
• Excellent written and communication skills in English language
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

What You Will Get

Supporting Porch Group Monthly Salary: COP 3,200,000.00 to COP 3,400,000.00

Company Overview

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers 2) led by advantaged underwriting in insurance 3) to protect the whole home. As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies. In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Company Values

• No Jerks / No Egos
• Be Ambitious
• Solve Each Problem
• Care Deeply
• Together We Win

Company Culture & Diversity

At Porch Group, we're committed to an inclusive work culture where everyone is respected. We trust our team members with significant responsibilities, which creates true ownership opportunities and meaningful contributions. This culture of empowerment and accountability drives individual personal growth and our overall company's success!

Today, we are a truly global team hiring for positions (many fully remote) across the United States, Mexico, and India.