Virtual Assistant I

About Porch Group

Porch Group is a prominent vertical software and insurance platform focusing on elevating the homeownership journey. Specializing in products and services designed around homeowners insurance, the company strives to assist homebuyers in moving, maintaining, and protecting their homes. Utilizing technological innovation and industry knowledge, Porch Group aims to deliver reliable, comprehensive, and customer-focused solutions for homeowners and industry professionals alike, simplifying the complexities involved with owning a home while providing exceptional value and service.

Role Overview

The Virtual Assistant I serves a critical role in supporting the ACC teams at Porch Group. This position manages communication channels, including telephone calls, text messages, and emails, to handle client inquiries, provide precise pricing quotes, and coordinate home inspection appointments. As the customer's initial point of contact, the assistant is responsible for maintaining appointment calendars, detailed note-taking, and managing client data across various systems. Success in this role requires proactive communication, adherence to company standards and SOPs, sound decision-making, and delivering outstanding customer service in a remote work setting.

Responsibilities

• Manage incoming calls, texts, and emails for designated companies.
• Address client questions, supply accurate pricing details, and promote home inspection offerings.
• Coordinate and schedule appointments efficiently using booking software.
• Handle general office correspondence via multiple communication channels including email, text, and voicemail.
• Keep accurate records and update client information within several systems.
• Follow company Standard Operating Procedures to maintain service quality.
• Demonstrate sound judgment and make decisions when situations are unclear.
• Support front desk operations through managing calendars and client interactions.
• Ensure prompt, professional communication with clients and internal teams.
• Work collaboratively with colleagues to streamline customer service procedures and improve operational effectiveness.

Qualifications

• At least 4 years of experience in bilingual customer service roles.
• Minimum 2 years in Executive Assistant or equivalent roles.
• At least 2 years experience working remotely.
• Fluent in English and proficient in at least one additional language.
• Strong communication skills including accurate note-taking and data entry.
• Competent in standard software applications and internet navigation.
• Skilled in digital communication tools such as email, chat, and text messaging.
• Able to juggle multiple platforms, customer cases, and communication modes simultaneously.
• Detail-focused with a commitment to accuracy and compliance with SOPs.
• Capable of independent decision-making with limited oversight, showing strong judgment.
• Comfortable using computers extensively during work hours.
• Eligible to work in U.S. states excluding Alaska, Delaware, Hawaii, Mississippi, Nebraska, Montana, New Hampshire, West Virginia, and the District of Columbia.

Benefits

• Hourly pay starting at $19.00, varying with experience and location.
• Extensive health coverage including medical, dental, and vision insurance.
• Life insurance along with accidental death and dismemberment, short- and long-term disability.
• Tax-advantaged savings plans such as Health Savings Accounts and Flexible Spending Accounts.
• Optional critical illness, hospital indemnity, and accident insurance plans.
• Retirement savings with 401(k) plans including employer matching and Roth options.
• Wellness initiatives comprising meditation, mental health coaching, and clinical resource access.
• Paid leave benefits including ten vacation days annually, company holidays, sick leave, and parental leave.
• Additional supports including Employee Assistance Programs, identity theft protection, travel help, and discount programs.

Equal Opportunity Statement

Porch Group is committed to equal opportunity employment. Qualified applicants will be considered regardless of race, color, religion, sex (including sexual orientation and gender identity), national origin, disability status, protected veteran status, or any legally protected characteristic. The company promotes inclusivity and diversity, fully complies with all relevant employment laws, and utilizes E-Verify for employment eligibility verification.