Customer Service Representative

hace 4 días

Ciudad de México Porch Mexico A tiempo completo

Porch Group is a vertical software company reinventing the home services and insurance industries. Through our family of technology, SaaS, and Insurance companies we are able to offer innovative software and service solutions to more than 28,500 companies, and 350,000 policyholders across the country.

Our mission is to completely transform the way people buy, sell, move, and manage their homes throughout their home journey. Sure, it's a tall order to transform a $320 billion industry, but we're already well on our way. Since we were founded in 2012, we've stuck to our values and our commitment to foster a "No Jerks, No Egos" culture, which is a big reason we've gone from a scrappy startup to a Nasdaq-listed company and the industry-leading partner for the home in less than eight years.

At Porch Group, no two days will ever be the same and you'll have the opportunity to help solve big problems, with a refreshing balance of team support and ownership of your work.

The future is bright for the Porch Group, and we'd love for you to be a part of it, as our **HOA | **Customer Service Representative.**

**THE POSITION**:
The Call Center Representative provides customer service to mortgage companies by providing policy documents, verifying coverage, and updating the mortgage clause on policies as requested. The Call Center Representative prepares correspondence and fulfills the needs of the mortgage companies to ensure customer satisfaction. This position will report directly to the Customer Service Supervisor.

**WHAT YOU'LL DO**:

- Answer incoming calls and respond to basic policy coverage questions
- Understand and process mortgage changes on policies
- Process calls in a manner that ensures service levels are met or exceeded
- Process mortgagee requests properly document files
- Interface with team members, management, and customers in reference to customer service issues
- Recognize when to refer callers to Customer Service Team and ability to do so in a timely manner
- Manage large volume of inbound and outbound calls
- Provide accurate, valid and complete information by using the right methods/tools
- Follow communication procedures, guidelines and policies

**WHAT YOU'LL RECEIVE**
- **Quick recruitment process** through video calls.
- **Pay**:an attractive USD base pay rate per hour.
- **Bonuses**: a compelling bonus plan to motivate you to go beyond and above to reach your goals.
- **Training**:paid initial training, as well as on-going 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**:

- Proficiency with Microsoft Suite (Outlook, Word, Excel and PowerPoint)
- Excellent listening and verbal/written communication skills
- Ability to work independently and effectively in a fast paced, high volume call center
- Strong attention to detail and good decision-making skills
- Proven business and analytical problem-solving skills
- Product knowledge of Property and Casualty Insurance
- Gather and analyze information skillfully
- Ability to learn and properly process information with Company specific software
- Ability to follow policies and procedures
- Ability to maintain confidentiality
- Demonstrated ability to effectively manage difficult or emotional customer situations
- A quiet **workspace**:

- **Equipment**:a laptop (or a desktop computer) and an internet connection that meet our minimum requirements.

**WHO YOU ARE**:

- High school diploma or general education degree (GED) desireable
- Experience with homeowners insurance preferred
- Regular, predictable attendance
- A proven team player
- A positive attitude and takes pride from doing great work
- Self-motivated with a desire to succeed

**Note**: this role will be remote permanently

LI-MG1

LI-DNI

**What's next?**

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.

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