Contractor Relations Representative

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1. providing the best services for homebuyers

1. led by advantaged underwriting in insurance

1. to protect the whole homeAs a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Contractor Relations Representative

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we’d love for you to be a part of it as our Contractor Relations Representative.

The Contractor Relations Representative (CRR) performs a variety of functions that primarily involve locating technicians to service our clients’ claim requests. In this role, you will establish and maintain strong relationships with contractors and trade partners across covered areas, and follow up with customers to ensure we are delivering quality customer service. You will work as part of Porch Group’s claims services operation, where timely, reliable contractor coverage directly shapes the experience homeowners have when they need help most. Your day-to-day work will be tracked against daily metrics and supported by CRM systems.

What You Will Do As A Contractor Relations Representative

• Complete assigned daily tasks as distributed by managers

• Build B2B relationships with technicians/trade partners across covered areas

• Maintain daily metrics as set by the manager (subject to change)

• Source out work orders to technicians/trade partners within the network

• Follow up with clients to ensure quality customer service by providing technician/trade partner information

• Follow up with technicians/trade partners to confirm scheduled appointment(s)

• Outsource contractors when needed, with at least 15 attempts for each claim

• Correctly label claim disposition to ensure reporting accuracy for management

• Maintain a strong working knowledge of CRM systems operations and functions

• Notify the direct manager of any broken relationship or broken standards from contractors/trade partners

What You Will Bring As A Contractor Relations Representative

• 2+ years working in customer-facing roles required

• Prior experience onboarding, supporting, or working directly with home improvement professionals, tradespeople, or home services providers preferred

• Outstanding written and verbal English communication skills; samples may be requested

• Ability to deliver a world-class customer experience while balancing the needs of the business

• Proficiency with Excel spreadsheet data entry

• Ability to deal with escalated situations

• Proven experience working with US based business teams

• Excellent written and communication skills in English language

• This role requires full and ongoing overlap with Porch’s U.S. EST business hours (7:30 PM IST – 3:30 AM IST). A Night Shift Allowance is applicable for this position in line with company policy.

• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

• Mobile: Android version 7.0+ or iOS 13.0+; the device must be protected with an automatic screen lock requiring a passcode,...