Service Representative II-2

PORCH INDIA PRIVATE LIMITED; India; Teletrabalho; INR 600 000 - 800 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical insurance

Night shift allowance

Remote work

Resumo da oferta

PORCH INDIA PRIVATE LIMITED is seeking a Service Rep II to handle customer and MSP inquiries remotely from India. You will manage order changes, fulfillment issues, and payments while maintaining a strong customer-first approach.

Ideal candidates have 2+ years in customer service, clear English communication, and the ability to work during US Central Time overlap. Night shift allowance applies per policy.

Qualificações

• Minimum 2 years of customer service experience.
• Excellent written and spoken English communication.
• Positive, empathetic and professional attitude toward customers and peers.
• Ability to learn and retain product details to assist customers.
• Ability to access and act quickly on workflows to resolve inquiries promptly.
• Strong time management and willingness to work with US teams.

Responsabilidades

• Handle incoming calls from customers and MSPs.
• Assist with order modifications and related updates.
• Address fulfillment issues including same day/next day and rejections.
• Coordinate replacement of orders by confirming availability with MSPs and offering options.
• Process payment release requests and respond to help requests.
• Handle cancellation requests and escalate issues as needed.

Conhecimentos

Customer Service

English Communication

Time Management

Problem Solving

Learning Quickly

Team Collaboration

US Market Experience

Ferramentas

Microsoft Office

G Suite

Internet Explorer

Descrição da oferta de emprego

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 II

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 II, 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 is 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*: 6,00,000 INR – 8,00,000 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.

Equal Opportunity Employer Statement

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.

Company Overview (Repeats)

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

Values

• 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!

Company History

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.

Hiring Scope

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