Service Representative-1

Porch; India; Remote; INR 225,000 - 450,000; Full time

Benefits offered by this job

Night shift allowance

Medical insurance

Retiral benefits

Flexible holidays

Job summary

Porch Group is seeking a Service Rep I to handle customer and MSP inquiries from India in a remote capacity. You will manage order changes, coordinate replacements, negotiate options, and assist with payments and cancellations while maintaining brand policy communications.

The role requires 2+ years of customer service experience, excellent English, and the ability to work a night shift overlapping US Central Time. Strong computer skills and a positive, proactive mindset are essential.

Qualifications

• 2+ years of customer service experience.
• Excellent written and spoken English.
• Ability to learn product details to resolve inquiries promptly.
• Proficient communication of brand policies to customers and providers.
• Willingness to work night shifts overlapping US Central Time.

Responsibilities

• Handle incoming calls from customers and MSPs.
• Assist with order modifications and related changes.
• Coordinate replacement of orders and provide new options, negotiating price.
• Process payment release requests and help during the job.
• Handle cancellations and escalation where needed.

Skills

Customer service

English communication

Time management

Microsoft Office

Night shift readiness

Brand policy communication

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 by1) providing the best services for homebuyers2) led by advantaged underwriting in insurance3) to protect the whole homeAs 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 ILocation: IndiaWorkplace Type: RemoteJob SummaryThe 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 As a Service Rep IHandle incoming calls from customers and MSP'sAssist with order modificationsHandle 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 requestRequests for help during the jobCancellation requestWhat You Will Bring As A Service Rep IAbility to work during business hours and as required by business needsPrior customer service experience, 2 years minimumPositive, empathetic, and professional attitude toward customers (consumers, movingservice providers) and peers at all timesAbility to learn and retain product details to ensure customer satisfactionAbility to access and act quickly on workflows so that every inquiry addressed promptlyIntentionally, accurately, and consistently communicate brand (Managed/Marketplace)policies that apply to customer/service provider issues.Follow correct procedure when resolving customer and service provider issuesIntentionally, accurately, and consistently communicate brand policies(managed/marketplace) that apply to customer/service provider issuesActively claim and resolve customer issues correctly including but not limited to: replacements, cancellations, same day and next day requestsEscalate upleveling opportunities for peers within the service or sales teamMeet metrics for your given positionYou have strong time management skills and a committed work ethicYou have a very positive attitude and are willing to learn from and accept mistakesWill go above and beyond to make sure that customers and service providersunderstand any changes made to ordersProficient computer skills using Microsoft Office, Internet Explorer, and G Suite, with the ability to learn new software solutionProven experience working with US based business teamsExcellent written and communication skills in English languageThis 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 uploadWhat You Will Get As A Porch Group Team MemberPay 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.Our benefits include medical insurance, accident insurance and retiral benefits.Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity Leaves, and weekly wellness events.#LI-SKD1#LI-REMOTEWhat’s next?Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!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.