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PORCH 💚

Service Representative II

PORCH 💚

. Assist customers and MSPs (Moving Service Providers) with order modifications .

Posted 11/6/2026full-timeRemote • IndiaMid-LevelSenior💰 ₹600,000 - ₹800,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities with a focus on order management, dispute resolution, and quality assurance. Proven ability to train and mentor team members while maintaining effective communication and time management skills.

Highest-signal resume keywords
Customer Service ExperienceTeam Lead ExperiencePerformance Metrics AchievementExcellent Communication SkillsProficient in Microsoft Office

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Order ModificationsFee Dispute HandlingRefund ProcessingQuality Assurance Spot-ChecksWorkflow ManagementB2B Partnership DevelopmentCancellation Request HandlingNegotiation SkillsTraining and MentoringCustomer Inquiry Resolution
Soft Skills
Time ManagementCreative ThinkingFlexibilityWork EthicIndependent Work
Tools & Technologies
Microsoft OfficeInternet ExplorerGSuite
Certifications & Qualifications
Higher Secondary Certificate (10+2)Bachelor's Degree (Preferred)
Industry Keywords
Customer ServiceBPOHome ServicesMoving IndustryService Operations

About the role

Key responsibilities & impact
  • Assist customers and MSPs (Moving Service Providers) with order modifications
  • Handle follow-up with customers and MSPs in a timely manner
  • Handle follow-up confirmation texts, calls, and emails
  • Handle fee disputes and payment release requests
  • Handle refunds and tentative orders
  • Request and process COI requests as needed
  • Assist with quality assurance spot-checks on order handling, fee disputes, and refunds
  • Identify and flag recurring issues or process improvement opportunities to Service Operations leadership
  • Handle fulfillment issues such as same-day, next-day, and rejected orders
  • Coordinate replacement orders by confirming MSP availability, presenting new options to customers, and negotiating prices
  • Handle requests for help during jobs
  • Handle cancellation requests
  • Communicate Managed/Marketplace policies accurately and consistently
  • Display flexibility by supporting all groups within PMG

Requirements

What you’ll need
  • Ability to work during business hours and as required by business needs
  • Prior customer service experience, 2 years minimum
  • Minimum of 5 years of experience in U.S. customer service
  • Minimum of 2 years of experience in a Senior Agent, Team Lead, or Supervisory capacity within U.S. customer service, BPO, or home services/moving-industry environment OR 8 years of experience in U.S. customer service
  • Higher Secondary Certificate (10+2) or equivalent
  • Excellent written and verbal English language skills
  • Demonstrated track record of meeting or exceeding performance metrics in a front-line customer service role
  • Prior experience training, mentoring, or directly supporting other customer service representatives
  • Ability to access and act quickly on workflows so that every inquiry is addressed promptly
  • Ability to meet metrics for the given position
  • Strong time management skills and a committed work ethic
  • Excellent communication, sales, and customer service
  • Ability to grow and maintain beneficial B2B partnerships
  • Ability to work independently while maintaining creative thinking
  • Proficient computer skills using Microsoft Office, Internet Explorer, and GSuite, with the ability to learn new software solutions
  • Quiet workspace
  • Internet connection of at least 30 Mbps download and 10 Mbps upload
  • Full and ongoing overlap with Porch’s U.S. Central Time business hours (11:30 PM IST–7:00 AM IST)
  • Preferred: Bachelor's degree in Business Administration, Communications, Supply Chain/Logistics, Hospitality Management, or similar

Benefits

Comp & perks
  • Sales incentives, subject to program guidelines and approvals
  • Medical insurance
  • Accident insurance
  • Retiral benefits
  • 12 company-paid holidays
  • 2 flexible holidays
  • Privilege/earned leave
  • Casual/sick leave
  • Paid maternity and paternity leaves
  • Weekly wellness events
  • Night Shift Allowance in line with company policy
  • Remote work arrangement