Service Representative

This is a fully remote position, open to applicants in India.

📋 Description

• Manage incoming calls from both customers and Managed Service Providers (MSPs)

• Assist with modifications to orders

• Address fulfillment-related issues, including same-day, next-day, and rejection requests

• Coordinate order replacements by verifying MSP availability, offering new options to customers, and negotiating pricing

• Process requests for payment releases

• Provide support during jobs as needed

• Handle cancellation requests

• Communicate relevant Managed/Marketplace brand policies to both customers and service providers

• Adhere to proper procedures when resolving issues

• Claim and address customer concerns, including replacements, cancellations, and same-day and next-day requests

• Identify and escalate upleveling opportunities for colleagues within the service or sales teams

• Achieve role-specific performance metrics

• Ensure customers and service providers are informed about order modifications

⛳️ Requirements

• Availability to work during business hours and as required by organizational needs

• Minimum of 2 years of prior customer service experience

• A positive, empathetic, and professional demeanor towards customers and colleagues

• Capability to learn and retain product information

• Ability to quickly access and act on workflows

• Proficient in communicating brand policies accurately and consistently

• Skilled in following the correct procedures for resolving customer and service provider issues

• Ability to claim and resolve customer concerns, including replacements, cancellations, as well as same-day and next-day requests

• Capacity to escalate upleveling opportunities for peers in the service or sales teams

• Ability to meet position-specific performance metrics

• Strong time management skills and a dedicated work ethic

• A positive attitude with a willingness to learn from experiences and accept mistakes

• Proficient in computer skills, including Microsoft Office, Internet Explorer, and G Suite

• Ability to learn new software solutions

• Proven experience collaborating with US-based business teams

• Excellent written and verbal communication skills in English

• Full and ongoing availability to align with Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST)

• A quiet workspace

• An internet connection with a minimum of 30 Mbps download speed and 10 Mbps upload speed

🏝️ 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 leave

• Weekly wellness events

• Night Shift Allowance in accordance with company policy

• Remote work arrangement