[Hiring] Service Representative II @Porch Group

Role Description

The future is bright for the Porch Group, and we’d love for you to be a part of it as a 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 As a Service Rep II

• 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

Qualifications

• 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 is 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
• 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
• Strong time management skills and a committed work ethic
• Very positive attitude and willingness to learn from and accept mistakes
• Willing to go above and beyond to ensure 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 solutions
• Proven experience working with US based business teams
• Excellent written and communication skills in English language

Requirements

• 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

Benefits

• Pay Range: 6,00,000 INR – 8,00,000 INR annually
• Eligibility to receive sales incentives, subject to program guidelines and approvals
• Medical insurance, accident insurance, and retiral benefits
• Wellness programs including 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events