Service Representative II

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.

Within the Porch organization you'll work under the Porch Moving Group. SML, Moving Staffers
and HireAHelper are part of Porch Moving Group, Porch's team of professional moving services.

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 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

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
• 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  

This is an ongoing, open job posting. Candidates may apply at any time.  

What You Will Get As A Porch Group Team Member  

• 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. 

#LI-KS1
#LI-REMOTE

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.