Service Representative II

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

📋 Description

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

• Support order modifications.

• Address fulfillment-related concerns, including same-day, next-day, and rejected orders.

• Coordinate order replacements by confirming availability with MSPs, offering new options to customers, and negotiating prices.

• Process requests for payment releases.

• Assist with requests for help during jobs.

• Handle cancellation requests.

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

• Resolve issues for customers and service providers in accordance with established procedures.

• Claim and address replacements, cancellations, as well as same-day and next-day requests.

• Identify and escalate opportunities for improvement for peers within the service or sales teams.

• Achieve role-specific performance metrics.

• Ensure that customers and service providers comprehend any changes to orders.

⛳️ Requirements

• Availability to work during business hours and as dictated by business requirements.

• At least 2 years of previous customer service experience.

• Positive, empathetic, and professional demeanor towards customers and colleagues.

• Capability to learn and retain product information.

• Ability to quickly access and act on workflows.

• Consistent and accurate communication of Managed/Marketplace policies.

• Adherence to correct procedures when addressing customer and service provider issues.

• Competence in claiming and resolving replacements, cancellations, as well as same-day and next-day requests.

• Skill in escalating opportunities for improvement for peers within the service or sales teams.

• Ability to meet the performance metrics of the position.

• Strong time management skills and a dedicated work ethic.

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

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

• Capability to learn new software solutions.

• Documented experience working with U.S.-based business teams.

• Exceptional 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).

• A quiet workspace is essential.

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

🏝️ Benefits

• Sales incentives, subject to program guidelines and approvals.

• Medical insurance.

• Accident insurance.

• Retirement 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 applicable in accordance with company policy.

• Full remote work arrangement.