Note: The job is a remote job and is open to candidates in USA. Porch Group is a leading vertical software and insurance platform positioned to assist homebuyers. They are seeking Customer Support Representatives to manage customer inquiries and coordinate scheduling, ensuring high-quality service and customer satisfaction.
Responsibilities
- Assist with customer service calls as necessary
- Provide solutions to customer complaints via phone, email, and text
- Answer incoming calls and assist with account related requests (i.e. cancellation or rescheduling of online sessions, requests for cancellation of subscription, among others)
- Add users to accounts, take all contact information and other pertinent information such as addresses, emails, and phone numbers
- Troubleshoot accounts by communicating with the development team and suggest solutions
- Request feedback from customers requesting cancellation and attempt to persuade to reconsider and offer solutions to retain accounts
- Inform customer of deals and promotions where relevant
- Handle high call volumes
- Work with Retention Specialist to ensure proper customer service is being delivered
- Document customer service notes on specific Account pages in CRM and updates on each customer inquiry
- Communicate with internal team to ensure best practice for approaching specific accounts
- Listen to customer needs and objectives and ensure timely and successful delivery of solutions
- Assist with all matters pertaining to client requests or issues
- Assist in the coordination of scheduling customers for overview sessions
- Participate in team meetings
Skills
- Closest to Native English and high proficiency in Spanish are a must - French is desirable
- Training background - Any type of industry - On the job trainers, Enterprise coach
- Tech-savvy - Experience with troubleshooting
- Intermediate/ Advanced Excel skills are a must
- Handling of escalated situations
- Process-oriented
- Punctuality
- Patience
- Multitasking
- Customer service in any type of industry
- Access to an Ipad is a plus
- Job stability, long-term position
- Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload
- Equipment: a laptop (or a desktop computer) and an internet connection that meet our minimum requirements
Benefits
- Paid initial training
- Ongoing training to help you develop in your role and career
- Real opportunities for career growth
- Support: You’re working from home, but not alone! Your team is available in real-time to help you be successful!
- Work/Life Balance: This is a 100% remote job, which means no more time wasted in traffic! Spend more time at home, where your family needs you!
Company Overview
- Porch Group is a vertical software platform for residential environments. It was founded in 2013, and is headquartered in Seattle, Washington, USA, with a workforce of 1001-5000 employees. Its website is https://www.porchgroup.com.