[Remote] Customer Support Representative, iRoofing

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