Customer Service Representative, iRoofing

A remote customer service role supporting iRoofing customers via inbound and outbound phone, virtual face-to-face, and written channels, with a focus on first-contact resolution. The position is employed through Porch Group's Employer of Record partner in Colombia and pays a fixed monthly salary in Colombian pesos.

• Handle customer contacts via phone, virtual face-to-face, and written correspondence
• Respond promptly to customer inquiries and determine the most effective resolution
• Resolve issues at first point of contact without transferring the call
• Escalate queries and concerns when appropriate
• Handle complaints and flag issues
• Maintain and update customer information systems
• Troubleshoot common product issues accurately
• Educate customers on additional products and features

• High School Diploma or equivalent
• 3+ years in Customer Service, Customer Success, or Telemarketing
• Good/excellent computer skills, including MS Word and Excel
• Excellent written and verbal English communication
• Effective time management and self-accountability
• High level of professionalism
• Experience with global and/or US-based business teams
• Quiet workspace with 30 Mbps download / 10 Mbps upload internet