Contractor Relations Representative, PW

Contractor Relations Representative (CRR) will perform a variety of functions that primarily involve locating technicians to service client's claim requests. The CRR also establishes a relationship with contractors in covered areas, maintains relationships with contractors, and maintains follow-up with customers ensuring that we are providing quality customer service. This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia.

Responsibilities

Complete assigned daily tasks as distributed by the managers; Build B2B relationships with technicians/trade partners across covered areas; Maintain daily metrics as set by the manager; Source out work orders to technicians/trade partners within network; Client follow-up to ensure quality customer service by providing technician/trade partner information; Technician/trade partner follow-up to confirm scheduled appointments; Outsource contractors when needed with at least 15 attempts for each claim; Correctly label claim disposition to ensure reporting accuracy; 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

Requirements

Minimum high school diploma; 2+ years working in customer-facing roles; Outstanding written and verbal English communication skills; Ability to deliver a world-class customer experience while balancing the needs of the business; Excel spreadsheet data entry; Ability to deal with escalated situations; Quiet workspace; Internet connection of at least 30 Mbps download and 10 Mbps upload

Nice to have

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