Service Representative II
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Job Description
Service Representative II handling customer calls, order changes, fulfillment issues, and cancellations for Porch Group’s home-services software and insurance platform. Working remotely from India during U.S. Central Time hours.
Responsibilities:
- Handle incoming calls from customers and MSPs
- Assist with order modifications
- Handle fulfillment-related issues, including same-day, next-day, and rejected orders
- Coordinate order replacements by confirming availability with MSPs, presenting new options to customers, and negotiating prices
- Process payment release requests
- Handle requests for help during jobs
- Process cancellation requests
- Communicate applicable Managed/Marketplace brand policies to customers and service providers
- Resolve customer and service provider issues according to procedure
- Claim and resolve replacements, cancellations, same-day, and next-day requests
- Escalate upleveling opportunities for peers within the service or sales team
- Meet role-specific metrics
- Ensure customers and service providers understand order changes
Requirements:
- Ability to work during business hours and as required by business needs
- Minimum 2 years of prior customer service experience
- Positive, empathetic, and professional attitude toward customers and peers
- Ability to learn and retain product details
- Ability to access and act quickly on workflows
- Accurate and consistent communication of Managed/Marketplace policies
- Ability to follow correct procedures when resolving customer and service provider issues
- Ability to claim and resolve replacements, cancellations, same-day, and next-day requests
- Ability to escalate upleveling opportunities for peers within the service or sales team
- Ability to meet position metrics
- Strong time management skills and committed work ethic
- Positive attitude and willingness to learn from and accept mistakes
- Proficient computer skills using Microsoft Office, Internet Explorer, and G Suite
- Ability to learn new software solutions
- Proven experience working with US-based business teams
- Excellent written and communication skills in English
- Full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST)
- Quiet workspace
- Internet connection of at least 30 Mbps download and 10 Mbps upload
Benefits:
- Sales incentives, subject to program guidelines and approvals
- Medical insurance
- Accident insurance
- Retiral benefits
- 12 company-paid holidays
- 2 flexible holidays
- Privilege/earned leave
- Casual/sick leave
- Paid maternity and paternity leaves
- Weekly wellness events
- Night Shift Allowance applicable in line with company policy
- Full remote work arrangement
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