Senior Service Associate — Remote Support (US Hours)

Porch Group; United States; Remote; USD 6,300 - 8,400; Full time

Benefits offered by this job

Medical insurance

Retiral benefits

Weekly wellness events

Job summary

Porch Group is seeking a Service Rep II to support customers and MSPs with order management from remote locations. The role requires strong English communication, time management, and a background in U.S. customer service. You will handle orders, payments, refunds, and escalations with a focus on service quality.

This position offers a night shift allowance and requires full U.S. time-zone overlap. Minimum 5 years in U.S.

Qualifications

• Minimum of 5 years of experience in U.S. customer service.
• Minimum of 2 years in a Senior Agent, Team Lead, or Supervisory role within U.S. customer service, BPO, or home services/moving industry OR 8 years of experience in U.S. customer service.
• Excellent written and verbal English language skills.
• Ability to learn and retain product details to ensure customer satisfaction.

Responsibilities

• Assist customers and MSPs (Moving Service Providers) with order modifications.
• Handle follow up with customers and MSPs in a timely manner.
• Handle follow up confirmation text, calls and emails.
• Handle fee disputes.
• Payment release requests.
• Handle refunds.
• Handle tentative orders.
• Request and process COI requests as needed.
• Assist with quality assurance spot-checks on order handling, fee disputes, and refunds.
• Identify and flag recurring issues or process improvement opportunities to Service Operations leadership.
• 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.

Skills

Customer service

English proficiency

Communication skills

Time management

Problem solving

Education

Higher Secondary Certificate (10+2)

Bachelor’s degree preferred

Tools

Microsoft Office

GSuite

Internet Explorer

Job description

Porch Group is seeking a Service Rep II to support customers and MSPs with order management from remote locations. The role requires strong English communication, time management, and a background in U.S. customer service. You will handle orders, payments, refunds, and escalations with a focus on service quality.

This position offers a night shift allowance and requires full U.S. time-zone overlap. Minimum 5 years in U.S.