Customer Support 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.

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

THE POSITION  

We are looking to hire more Customer Support Representatives who will assist with coordination and of scheduling and various customer inquiries for accounts. If you are a people person and believe in the importance of cutting-edge hospitality, then this position is meant for you! 

Focused on driving innovation with powerful, user-friendly technology, our all-in-one self measurement app for roofing contractors offers tools that significantly improve the experiences of contractors and property owners across continents—all from the comfort of their home. 

WHAT YOU DO  

• 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 

 WHAT TO EXPECT: 

• Quick recruitment process through video calls. 

• Pay rate: MXN 130.00 an hour 

• Training: paid initial training, as well as ongoing training to help you develop in your role and career. 

• Career path: this is only the beginning! We offer real opportunities for career growth as our team keeps on growing! 

• 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! 

WHAT YOU BRING: 

• 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. 

#LI-FQ1 

#LI-DNP 

#LI-Remote 

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!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.