Service Representative-1

PORCH INDIA PRIVATE LIMITED; India; Remote; INR 225,000 - 450,000; Full time

Benefits offered by this job

Medical insurance

Accident insurance

Retiral benefits

12 company-paid holidays

2 flexible holidays

paid maternity and paternity Leaves

weekly wellness events

Job summary

Porch India Private Limited is seeking a Service Representative I for a fully remote position based in India. You will handle customer and MSP calls, assist with order changes, replacements, and cancellations while ensuring timely communication and adherence to brand policies.

The role requires 2+ years of customer service experience and strong English communication skills. Role operates with US Central Time alignment; night shift allowance applies.

Qualifications

• Minimum 2 years of customer service experience.
• Positive, empathetic, and professional attitude toward customers and peers.
• Ability to learn and retain product details to ensure customer satisfaction.
• Proficient computer skills: Microsoft Office, Internet Explorer, G Suite.

Responsibilities

• Handle incoming calls from customers and MSPs.
• Assist with order modifications.
• Coordinate replacement of orders and negotiate price.
• Process payment release requests and help during the job.
• Handle cancellations and related requests.

Skills

Customer service

Communication

English proficiency

Time management

Tools

Microsoft Office

G Suite

Internet Explorer

Job description

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.

Job Title: Service Rep I Location:India Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we’d love for you to be a part of it as us as Service Representative I, you are expected to execute the following in an effective manner and conducive with our code of conduct and within your working hours.

What You’ll Do

• Handle incoming calls from customers and MSP's
• Assist with order modifications
• Handle issue types related to the fulfillment of the job such as same day, next day, rejections, etc.
• Coordinate replacement of orders such as confirming availability with various MSP's, providing the customer the new option, negotiating price.
• Payment release request
• Requests for help during the job
• Cancellation request

What You Will Bring

• Ability to work during business hours and as required by business needs
• Prior customer service experience, 2 years minimum
• Positive, empathetic, and professional attitude toward customers (consumers, moving service providers) and peers at all times
• Ability to learn and retain product details to ensure customer satisfaction
• Ability to access and act quickly on workflows so that every inquiry addressed promptly
• Intentionally, accurately, and consistently communicate brand (Managed/Marketplace) policies that apply to customer/service provider issues.
• Follow correct procedure when resolving customer and service provider issues
• Intentionally, accurately, and consistently communicate brand policies (managed/marketplace) that apply to customer/service provider issues
• Actively claim and resolve customer issues correctly including but not limited to: replacements, cancellations, same day and next day requests
• Escalate upleveling opportunities for peers within the service or sales team
• Meet metrics for your given position
• You have strong time management skills and a committed work ethic
• You have a very positive attitude and are willing to learn from and accept mistakes
• Will go above and beyond to make sure that customers and service providers understand any changes made to orders

Proficient computer skills using Microsoft Office, Internet Explorer, and G Suite, with the ability to learn new software solution Proven experience working with US based business teams Excellent written and communication skills in English language This role requires full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST – 7:00 AM IST). A Night Shift Allowance is applicable for this position in line with company policy. Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

What You Will Get

As A Porch Group Team Member Pay Range*: 2,25,000 INR – 4,50,000 INR annually *Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location. You will also be eligible to receive sales incentives, subject to program guidelines and approvals.

• medical insurance
• accident insurance
• retiral benefits
• 12 company-paid holidays
• 2 flexible holidays
• privilege/earned leave
• casual/sick leave
• paid maternity and paternity Leaves
• weekly wellness events

#LI-SKD1 #LI-REMOTE

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

We are a leading vertical software and insurance platform and are positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. Porch differentiates and looks to win in the massive and growing homeowners insurance opportunity by: 1) Providing the best services for homebuyers 2) Being led by advantaged underwriting in insurance 3) Protecting your whole home

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

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!

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

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