Customer Service Representative, iRoofing

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Customer Service Representative

Location: Colombia

Workplace Type: Remote

This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.

Job Summary

The future is bright for the Porch Group, and we’d love you to be a part of it as a Customer Service Representative

As a Customer Service Representative, your role will be to focus on providing correct resolutions for both customers and the business. You will handle customer relationships and assist with their individual service needs while delivering best-in-class customer service.

What You Will Do As A Customer Service Representative

• Provide excellent customer service and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customer
• Deal directly with iRoofing customers through a variety of channels including telephone (both inbound/outbound), internet (virtual “face to face”), and written correspondence as appropriate
• Acquire detailed knowledge of product ranges and services to provide excellent service
• Respond promptly to customer’s inquiries
• Determine the quickest, most effective ways to answer a customer’s question or concern
• Recognize individual customer service needs
• Take ownership and provide resolutions at the first point of contact, avoiding transferring the call or having customers call again
• Escalating queries and concerns
• Handle complaints and call out any issues where appropriate
• Maintain and update customer related information systems to ensure that our client hold accurate records, collect and access appropriated information relevant to type of call
• Troubleshooting common issues with a high degree of accuracy and ethicacy
• Working with other departments to find appropriate solutions
• Proactively educates customer on additional products and features that will have a positive impact on the customer’s experience
• Ensuring that customers are satisfied with product or services

What You Will Bring As A Customer Service Representative

• High School Diploma or equivalent
• 3+ years of experience in Customer Service, Customer Success or Telemarketing roles.
• Good/Excellent Computer Skills
• Ability to work with MS Word, Excel
• Effective time management and self-accountability
• Excellent Written and Verbal Communication Skills
• High level of professionalism
• Experience working with global and/or US based business teams
• Excellent written and communication skills in English language
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

What You Will Get Supporting Porch Group

Monthly Salary: COP 3,200,000.00 to COP 3,400,000.00

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What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!