Service Representative

• 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 order replacements by confirming MSP availability, presenting new options to customers, and negotiating prices
• Process payment release requests
• Respond to requests for help during jobs
• Process cancellation requests
• Communicate applicable Managed/Marketplace brand policies to customers and service providers
• Follow correct procedures when resolving issues
• Claim and 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 role-specific metrics
• Ensure customers and service providers understand order changes

• 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 and peers
• Ability to learn and retain product details
• Ability to access and act quickly on workflows
• Ability to communicate brand policies accurately and consistently
• Ability to follow correct procedures when resolving customer and service provider issues
• Ability to claim and resolve customer issues including 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 in line with company policy
• Remote work arrangement