Service Representative II-2

Job Summary


What You'll Do As a Service Rep II

• Handle incoming calls from customers and MSPs
• Assist with order modifications
• Handle issue types related to the fulfillment of the job such as same day, next day, rejections, etc.
• Coordinate replacement of orders such as confirming availability with various MSPs, providing the customer the new option, negotiating price.
• Payment release request
• Requests for help during the job
• Cancellation request

What You Will Bring As A Service Rep II

• 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 (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 that every inquiry addressed promptly
• Intentionally, accurately, and consistently communicate brand (Managed/Marketplace)
  policies that apply to customer/service provider issues.
• Follow correct procedure when resolving customer and service provider issues
• Intentionally, accurately, and consistently communicate brand policies
  (managed/marketplace) that apply to customer/service provider issues
• Actively claim and resolve customer issues correctly including but not limited to: replacements, cancellations, same day and next day requests
• Escalate upleveling opportunities for peers within the service or sales team
• Meet metrics for your given position
• You have strong time management skills and a committed work ethic
• You have a very positive attitude and are willing to learn from and accept mistakes
• Will go above and beyond to make sure that customers and service providers
  understand any changes made to orders
• Proficient computer skills using Microsoft Office, Internet Explorer, and G Suite, with the ability to learn new software solution
• Proven experience working with US based business teams
• Excellent written and communication skills in English language
• This role 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 for this position in line with company policy.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.