[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 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