Service Representative II-2

About this role

Handle incoming calls and inquiries from customers and moving service providers, providing timely, professional, and helpful support.
Process order modifications and manage fulfillment-related issues, including same-day and next-day requests, rejections, and scheduling changes.
Coordinate order replacements by confirming availability with service providers, presenting alternative options to customers, and negotiating pricing when necessary.
Process payment release requests and respond to requests for assistance during active jobs.
Manage cancellation requests and ensure all changes are communicated accurately to the relevant parties.
Follow established workflows and brand policies when resolving customer and service provider concerns.
Take ownership of assigned cases, resolve issues correctly, and escalate opportunities or complex situations to the appropriate service or sales team members.
Maintain productivity, quality, and other performance metrics associated with the role.
Ensure customers and service providers fully understand any changes to their orders and the applicable next steps.
Collaborate effectively with internal teams while maintaining a positive, accountable, and customer-first approach.

At least two years of prior customer service experience.
Experience working with U.S.-based business teams.
Excellent written and verbal English communication skills.
A positive, empathetic, and professional approach when interacting with customers, service providers, and colleagues.
Strong time management, organizational skills, and a dependable work ethic.
Ability to learn and retain product information, apply policies consistently, and navigate workflows quickly and accurately.
Confidence handling time-sensitive requests, resolving customer issues, and managing order changes with attention to detail.
Proficiency with Microsoft Office, internet-based tools, and Google Workspace, along with the ability to learn new software applications.
Willingness to accept feedback, learn from mistakes, and continuously improve performance.
Availability to work the full required overlap with U.S. Central Time business hours, from11:30 p.m. to 7:00 a.m. IST.
A quiet, dedicated remote workspace and a reliable internet connection with minimum speeds of30 Mbps download and 10 Mbps upload.

Annual salary:₹6,00,000–₹8,00,000, depending on experience, skills, relevant knowledge, market alignment, and location.
Eligibility for sales incentives, subject to applicable program guidelines and approvals.
Night shift allowance in accordance with company policy.
Medical insurance and accident insurance.
Retirement benefits.
12 company-paid holidays annually.
Two flexible holidays.
Privilege or earned leave, as well as casual and sick leave.
Paid maternity and paternity leave.
Weekly wellness events and employee wellness programs.
Full-time remote working arrangement in India.