Contractor Relations Representative

Overview

The Contractor Relations Representative locates technicians to service clients’ claim requests, builds relationships with contractors and trade partners, and follows up with customers to ensure quality customer service. The role supports Porch Group’s claims services operation and tracks daily work against metrics using CRM systems.

What you'll do

• Complete assigned daily tasks as distributed by managers.
• Build B2B relationships with technicians and trade partners across covered areas.
• Maintain daily metrics as set by the manager, subject to change.
• Source work orders to technicians and trade partners within the network.
• Follow up with clients to ensure quality customer service by providing technician and trade partner information.
• Follow up with technicians and trade partners to confirm scheduled appointments.
• Outsource contractors when needed, with at least 15 attempts for each claim.
• Correctly label claim disposition to ensure reporting accuracy for management.
• Maintain a strong working knowledge of CRM systems operations and functions.
• Notify the direct manager of any broken relationship or broken standards from contractors and trade partners.

What you'll need

• 2+ years working in customer-facing roles.
• Outstanding written and verbal English communication skills; samples may be requested.
• Ability to deliver a world-class customer experience while balancing the needs of the business.
• Proficiency with Excel spreadsheet data entry.
• Ability to deal with escalated situations.
• Proven experience working with US based business teams.
• Excellent written and communication skills in English language.

Nice to have

• Prior experience onboarding, supporting, or working directly with home improvement professionals, tradespeople, or home services providers.

Details

• Location: India.
• Workplace type: Remote.
• Requires full and ongoing overlap with Porch’s U.S. EST business hours: 7:30 PM IST–3:30 AM IST.
• A Night Shift Allowance is applicable for this position in line with company policy.
• Workspace requires a quiet space to work and an internet connection of at least 30 Mbps download and 10 Mbps upload.
• Mobile requirement: Android version 7.0+ or iOS 13.0+; the device must be protected with an automatic screen lock requiring a passcode, Face ID, or fingerprint to unlock.