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 II
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 II, you are expected to execute the following in an effective manner and conducive with our contractor code of conduct and within your contracted hours, full US time-zone overlap.
What You’ll Do As a Service Rep II
- 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.
What You Will Bring As A Service Rep II
- 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.
- Minimum of 5 years of experience in U.S. customer service.
- Minimum of 2 years of experience in a Senior Agent, Team Lead, or Supervisory capacity within U.S. customer service, BPO, or home services/moving-industry environment OR 8 years of experience in U.S. customer service.
- Higher Secondary Certificate (10+2) or equivalent.
- Preferred: Bachelor's degree in Business Administration, Communications, Supply Chain/Logistics,Hospitality Management, or similar.
- Excellent written and verbal English language skills.
- Ability to work scheduled hours during business hours and as required by business needs.
- Demonstrated track record of meeting or exceeding performance metrics in a front-line customer service role.
- Prior experience training, mentoring, or directly supporting other customer service representatives.
- A positive, empathetic, and professional attitude toward customers (consumers, 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.
- Ability to meet metrics for your given position.
- Strong time management skills and a committed work ethic.
- Excellent communication, sales, and customer service.
- You learn quickly, and are resourceful and have the ability to seek out appropriate points of contact to get all necessary information.
- Display flexibility by supporting all groups within PMG.
- Ability to grow and maintain beneficial B2B partnerships.
- Ability to work independently while maintaining creative thinking.
- Proficient computer skills using Microsoft Office, Internet Explorer, and GSuite, with the ability to learn new software solutions.
- Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload.
- Full US time-zone overlap
- 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*: 6,00,000 INR – 8,00,000 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.
- 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.
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What’s next?
Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!
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.
