Service Representative II-2

Overview

Serve customers and moving service providers by handling inquiries, order changes, fulfillment issues, replacements, cancellations, and related requests as a Service Representative II.

What you'll do

• Handle incoming calls from customers and MSPs.
• Assist with order modifications.
• Handle fulfillment-related issues such as same-day, next-day, and rejection requests.
• Coordinate replacement orders by confirming availability with MSPs, providing customers with new options, and negotiating price.
• Process payment release requests.
• Respond to requests for help during the job.
• Handle cancellation requests.
• Actively claim and correctly resolve customer issues, including replacements, cancellations, and same-day and next-day requests.
• Escalate upleveling opportunities for peers within the service or sales team.
• Meet metrics for the position.
• Communicate applicable Managed/Marketplace brand policies to customers and service providers accurately and consistently.
• Follow correct procedures when resolving customer and service provider issues.
• Go above and beyond to ensure customers and service providers understand changes made to orders.

What you'll need

• Ability to work during business hours and as required by business needs.
• Prior customer service experience, 2 years minimum.
• Positive, empathetic, and professional attitude toward customers, 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.
• 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 the English language.

Details

• Location: India.
• Workplace type: Remote.
• Requires full and ongoing overlap with Porch’s U.S. Central Time business hours: 11:30 PM IST–7:00 AM IST.
• A night shift allowance is applicable in line with company policy.
• Requires a quiet workspace.
• Requires an internet connection of at least 30 Mbps download and 10 Mbps upload.