Service Representative II

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

📋 Description

• Assist customers and Moving Service Providers (MSPs) with modifications to their orders.

• Conduct timely follow-ups with customers and MSPs.

• Manage confirmation communications via texts, calls, and emails.

• Address fee disputes and payment release requests.

• Process refunds and manage tentative orders.

• Request and handle Certificates of Insurance (COI) as required.

• Support quality assurance spot-checks on order processing, fee disputes, and refunds.

• Identify and report recurring issues or opportunities for process improvements to Service Operations leadership.

• Resolve fulfillment challenges including same-day, next-day, and rejected orders.

• Coordinate replacement orders by verifying MSP availability, offering new options to customers, and negotiating pricing.

• Assist with on-site job support requests.

• Manage cancellation requests efficiently.

• Accurately and consistently communicate Managed/Marketplace policies.

• Demonstrate flexibility by supporting all teams within PMG.

⛳️ Requirements

• Availability to work during business hours as dictated by operational needs.

• Minimum of 2 years of prior customer service experience.

• At least 5 years of experience in U.S. customer service.

• Minimum of 2 years of experience in a Senior Agent, Team Lead, or Supervisory role within U.S. customer service, BPO, or the home services/moving industry, or 8 years of overall U.S. customer service experience.

• Higher Secondary Certificate (10+2) or equivalent qualifications.

• Exceptional written and verbal communication skills in English.

• Proven track record of meeting or surpassing performance metrics in frontline customer service roles.

• Prior experience in training, mentoring, or directly supporting fellow customer service representatives.

• Ability to swiftly access and act on workflows to ensure every inquiry is addressed promptly.

• Capability to meet performance metrics for the specified position.

• Strong time management abilities and a dedicated work ethic.

• Excellent communication skills along with sales and customer service expertise.

• Ability to develop and sustain beneficial B2B partnerships.

• Competence to work independently while fostering creative thinking.

• Proficient in computer skills using Microsoft Office, Internet Explorer, and GSuite, with a willingness to learn new software solutions.

• A quiet workspace is required.

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

• Must have full and ongoing availability during Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST).

• Preferred: Bachelor's degree in Business Administration, Communications, Supply Chain/Logistics, Hospitality Management, or a related field.

🏝️ Benefits

• Sales incentives, subject to program guidelines and approvals.

• Medical insurance coverage.

• Accident insurance protection.

• Retirement benefits.

• 12 company-paid holidays annually.

• 2 flexible holidays for personal use.

• Privilege/earned leave options.

• Casual/sick leave provisions.

• Paid maternity and paternity leave available.

• Weekly wellness events to promote employee health.

• Night Shift Allowance in accordance with company policy.

• Remote work arrangement available.