Service Representative-I at Porch Group

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 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 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* : 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.