DirecciónPorch 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 Virtual Assistant.
THE POSITION:
The job consists of fielding incoming calls, texts, and emails for the companies your team is responsible for supporting. Multiple times a day, you will be answering client questions, providing price quotes, and selling customers on why they should book a home inspection with "your" company. Remember, you are the "front desk." Our inspection companies rely on their ACC team to book appointments and keep their calendars busy. Multiple times a day, you will schedule home inspection appointments by collecting and entering specific details into our booking software, responding to general office correspondences (email, text, voicemail), and providing a great customer experience.
At ACC, we don't sugar coat it, the job is challenging due to our high standards of quality and the many details involved in effectively serving our customers. However, we invest heavily in each team member and do everything we can to ensure each individual can thrive and succeed in their position - that is why our average tenure is over SIX years, a statistic we are proud of and hope to continue to extend.
WHAT YOU WILL DO:
Growing and very specialized virtual office service seeks superior customer service specialists to join its industry-leading team. The job consists of fielding incoming calls, answering questions, providing price quotations, scheduling home inspection appointments, arranging inspection appointment details, and providing excellent customer service using a sophisticated database and various common applications.
Sounds easy, but the job is challenging due to our high standards of quality and the many details involved to effectively serve our customers. Important – we are not a call center, but actually the do-it-all "personal office" for many home inspection companies across the country, and we are the very best because we only hire the very best team members that care immensely and provide superior customer service every day, on every call, and in all they do.
WHAT TO EXPECT:
- The position is Full-Time (40+ hours per week)
- Standard Pay: $130 MXN pesos / hour
- Once training is completed, and the skills necessary to fulfill the position can be demonstrated as determined by your direct supervisor, you will migrate to the standard hourly rate.
- Service Level Agreement (SLA) Incentive: $463 MXN pesos / month:
- To qualify for an SLA Incentive, you must maintain a minimum of 98% adherence to your scheduled work hours without any unscheduled absences, internet disruptions, or time loss caused by equipment or power outages.
- You can qualify for this incentive during the training period
- Performance Incentive: $925 MXN pesos /month:
- To qualify for a Performance Incentive, you must uphold the performance standards established by ACC with respect to the monthly scorecard. Examples of metrics measured in the scorecard include:
- Number of scheduled appointments versus Team average
- Number of quotes converted to appointments
- Email and text handle volumes with accuracy and completeness
- Errors that result in credits or a poor customer experience
WHAT YOU BRING:
- Strong communication and language skills: English speaking is a must.
- We love bilingual team members, but we also need them to have clear and effective communication in our client's native tongue.
- Must be detail-oriented, accurate, and committed to following defined processes (we call them our SOP or Standard Operating Procedures)
- Must be able to demonstrate good judgment and decision-making abilities when there isn't a clear answer - we want you to feel empowered!
- Strong computer skills: You will be on a computer for your entire shift
- Ability to accurately enter notes, data, and client information and navigate websites and standard software applications
- Strong digital communication skills (email, chat, text, etc)
- Must be able to demonstrate the ability to multitask across multiple systems, customer scenarios, and communication channels.
- 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-DNI
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.
