Service Representative-1

Porch Group; United States; A distancia; USD 2400 - 4700; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Accident insurance

Retiral benefits

12 company-paid holidays

Flexible holidays

Paid maternity and paternity leaves

Weekly wellness events

Descripción de la vacante

Porch Group is seeking a Service Rep I located in India to support customers remotely. You will handle inbound calls from customers and MSPs, assist with order modifications, and resolve fulfillment issues while adhering to company policies and timelines.

The role requires strong English communication, time management, and a customer-first mindset. Night shift alignment with US Central Time offers a dedicated allowance.

Formación

• 2 years minimum customer service experience
• Positive, empathetic, and professional attitude toward customers and peers
• Ability to learn and retain product details to ensure customer satisfaction
• Ability to access and act quickly on workflows for prompt inquiries
• Communicate brand policies accurately and consistently
• Follow procedures to resolve customer and provider issues
• Escalate opportunities for peers within the service or sales team
• Meet position-specific metrics and deadlines
• Strong time management skills and work ethic
• Willingness to learn from mistakes and go above/beyond for customers

Responsabilidades

• Handle incoming calls from customers and MSPs
• Assist with order modifications
• Handle issue types related to fulfillment (same day, next day, rejections)
• Coordinate replacement of orders with MSPs and provide new options
• Process payment release requests
• Handle help requests during the job
• Process cancellation requests

Conocimientos

Customer service

Time management

Written and verbal communication

English language proficiency

Problem solving

Brand policy communication

Learning agility

Herramientas

Microsoft Office

Internet Explorer

G Suite

Descripción del empleo

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 As a Service Rep I

• 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 As A Service Rep I

• 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 skillsinEnglishlanguage
• 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 reflecta number offactors amongwhich areyour 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.

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.