Service Representative II

Overview

Service Representative II assisting customers and Moving Service Providers (MSPs) with order modifications, follow-ups, disputes, payments, refunds and order replacements, working full US Central Time overlap.

What you'll do

• Assist customers and MSPs with order modifications.
• Handle follow-up with customers and MSPs in a timely manner.
• Handle follow-up confirmation texts, calls and emails.
• Handle fee disputes.
• Handle payment release requests.
• Handle refunds.
• Handle tentative orders.
• Request and process COI requests as needed.
• Assist with quality assurance spot-checks on order handling, fee disputes, and refunds.
• Identify and flag recurring issues or process improvement opportunities to Service Operations leadership.
• Handle fulfillment issue types such as same day, next day, and rejections.
• Coordinate replacement of orders, including confirming availability with MSPs, offering the customer the new option, and negotiating price.
• Handle requests for help during the job.
• Handle cancellation requests.

What you'll need

• Prior customer service experience, 2 years minimum.
• Minimum of 5 years of experience in U.S. customer service, OR minimum of 2 years of experience in a Senior Agent, Team Lead, or Supervisory capacity within U.S. customer service, BPO, or home services/moving-industry environment, OR 8 years of experience in U.S. customer service.
• Higher Secondary Certificate (10+2) or equivalent.
• Excellent written and verbal English language skills.
• 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 work during business hours and as required by business needs.
• Ability to access and act quickly on workflows so that every inquiry is addressed promptly.
• Intentionally, accurately, and consistently communicate brand (Managed/Marketplace) policies that apply to customer/service provider issues.
• Ability to meet metrics for your given position.
• Strong time management skills and a committed work ethic.
• Excellent communication, sales, and customer service skills.
• Learns quickly, is resourceful, and can seek out appropriate points of contact to get necessary information.
• Display flexibility by supporting all groups within PMG.
• Ability to grow and maintain beneficial B2B partnerships.
• Ability to work independently while maintaining creative thinking.
• Proficient computer skills using Microsoft Office, Internet Explorer, and GSuite, with the ability to learn new software solutions.
• Workspace: a quiet space to work and an internet connection of at least 30 Mbps download and 10 Mbps upload.

Nice to have

• Bachelor's degree in Business Administration, Communications, Supply Chain/Logistics, Hospitality Management, or similar.
• Demonstrated track record of meeting or exceeding performance metrics in a front-line customer service role.
• Prior experience training, mentoring, or directly supporting other customer service representatives.

Details

• Location: India; workplace type: Remote.
• Full and ongoing overlap with Porch's U.S. Central Time business hours (11:30 PM IST to 7:00 AM IST).
• Night Shift Allowance applicable in line with company policy.
• Pay range: 6,00,000 INR to 8,00,000 INR annually, plus eligibility for sales incentives subject to program guidelines.