Service Representative-1

Overview

Service Representative I handles incoming calls from customers and moving service providers (MSPs), managing order modifications, fulfillment issues, replacements, payment and cancellation requests within Porch's U.S. Central Time business hours.

What you'll do

• Handle incoming calls from customers and MSPs
• Assist with order modifications
• Handle fulfillment issue types such as same day, next day and rejections
• Coordinate replacement of orders by confirming availability with MSPs, offering the customer the new option and negotiating price
• Process payment release requests
• Handle requests for help during the job
• Handle cancellation requests
• Claim and resolve customer issues correctly, including replacements, cancellations, same day and next day requests
• Communicate brand (Managed/Marketplace) policies accurately and consistently to customers and service providers
• Follow correct procedure when resolving customer and service provider issues
• Escalate upleveling opportunities for peers within the service or sales team
• Go above and beyond to make sure customers and service providers understand any changes made to orders

What you'll need

• Prior customer service experience, 2 years minimum
• Ability to work during business hours and as required by business needs
• 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 every inquiry is addressed promptly
• Meet metrics for the given position
• Strong time management skills and a committed work ethic
• Very positive attitude and willingness to learn from and accept mistakes
• Proficient computer skills using Microsoft Office, Internet Explorer and G Suite, with the ability to learn new software solutions
• Proven experience working with US based business teams
• Excellent written and communication skills in English

Details

• Location: India, remote
• Requires full and ongoing overlap with U.S. Central Time business hours (11:30 PM IST – 7:00 AM IST)
• Night Shift Allowance applicable in line with company policy
• Workspace: a quiet space to work and an internet connection of at least 30 Mbps download and 10 Mbps upload