Service Representative II

• Handle incoming calls from customers and MSPs
• Assist with order modifications
• Handle fulfillment-related issues, including same-day, next-day, and rejected orders
• Coordinate order replacements by confirming availability with MSPs, presenting new options to customers, and negotiating prices
• Process payment release requests
• Handle requests for help during jobs
• Process cancellation requests
• Communicate applicable Managed/Marketplace brand policies to customers and service providers
• Resolve customer and service provider issues according to procedure
• Claim and resolve replacements, cancellations, same-day, and next-day requests
• Escalate upleveling opportunities for peers within the service or sales team
• Meet role-specific metrics
• Ensure customers and service providers understand order changes

• Ability to work during business hours and as required by business needs
• Minimum 2 years of prior customer service experience
• Positive, empathetic, and professional attitude toward customers and peers
• Ability to learn and retain product details
• Ability to access and act quickly on workflows
• Accurate and consistent communication of Managed/Marketplace policies
• Ability to follow correct procedures when resolving customer and service provider issues
• Ability to claim and resolve replacements, cancellations, same-day, and next-day requests
• Ability to escalate upleveling opportunities for peers within the service or sales team
• Ability to meet position metrics
• Strong time management skills and committed work ethic
• Positive attitude and willingness to learn from and accept mistakes
• Proficient computer skills using Microsoft Office, Internet Explorer, and G Suite
• Ability to learn new software solutions
• Proven experience working with US-based business teams
• Excellent written and communication skills in English
• Full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST)
• Quiet workspace
• Internet connection of at least 30 Mbps download and 10 Mbps upload

• Sales incentives, subject to program guidelines and approvals
• Medical insurance
• Accident insurance
• Retiral benefits
• 12 company-paid holidays
• 2 flexible holidays
• Privilege/earned leave
• Casual/sick leave
• Paid maternity and paternity leaves
• Weekly wellness events
• Night Shift Allowance applicable in line with company policy
• Full remote work arrangement