General
What are the 5 porch Insurance Benefits the customer receives?
Home Warranty
Movers
Handyman Vouchers
App/Web features
Porch Concierge
When does the Home Warranty take effect?
When the customer's Porch Insurance takes effect.
Where can customers download the Porch app?
Google Play Store (Android)
App Store (iOS)
What is the 2 by 2 deal?
2 helpers for 2 hours of labor
What kind of jobs are handled by the handyman team?
Small projects/maintenance
Small repairs
Name at least four things you're expected to help customers with.
Help with Porch Insurance Inquiries
App guidance
Web app guidance
Explain Porch Warranty Benefit
Explain the Movers 2x2 Benefit (Hire helper)
Explain the Home Concierge Benefit
How soon after their policy is in effect can they file a claim?
No waiting period.
In what tab can the customer add their appliance?
The "My Home" tab
Name 2 tasks the 2 by 2 movers can help with.
Loading
Unloading
Rearrange on site
Packing
Unpacking
How many handyman vouchers does the customer receive, and how much are they worth?
4 vouchers of $25 each
What's the most important aspect of our calls?
Always provide a white glove experience
Providing a great Customer experience
When do we transfer or escalate a call, and where do we send them?
Claims/refund - Policy or account Changes - Warranty Team
What are three things customers will be able to do on the welcome screen?
See Insurance/Warranty details
File a Claim
Upload their inspection report
When the customer wants to use their 2 by 2 benefit, what should we do?
Warm Transfer to hire a helper
If a customer needs someone to paint the outside of their home, where should we direct their call?
To the Porch Pro team.
Name at least three reasons why we would transfer/escalate a call?
App or technical problems
Porch Warranty, claims, or policy changes
Moving, concierge, or service coordination
Payment updates or upsells
Escalations and complaints
Name at least 5 items covered in the porch warranty policy.
Kitchen Refrigerator (Primary)
Built-In Dishwasher (Primary)
Built-In Microwave
Range / Oven / Cooktop (Primary)
Garbage Disposal
Clothes Washer
Clothes Dryer
Ceiling Fans
Water Heater
Air Conditioning (A/C)
Heating / Furnace
Electrical System
Plumbing System
What information will the customer need to create their account on the app/web?
Full name
Date of Birth
Property Zip Code
What do we do if the customer has already booked their move but needs to change the date?
Warm transfer to Hire A Helper for any modifications.
Name at least three things a handyman can do for a customer.
Hanging curtains
Mounting TV
Installing a light fixture or a ceiling fan
Appliance installation
Dryer vent cleaning
Gutter cleaning
Light switch replacement
What is the Difference between Porch Warranty and Porch Insurance coverage?
Home Warranty: Covers repairs or replacements for major home systems and appliances due to normal wear and tear.
If a refrigerator fails and products spoil, how much of the loss is covered under the Porch warranty?
Up to $500
When should we transfer/escalate Porch App issues?
experiences errors or has trouble using the app
Name 2 jobs besides labor-only that Hire A Helper can book for the customer.
Movers + Truck
Full Service Moves
What should we do if we are unsure if the job the customer needs done is a handyman or a pro job?
Warm transfer to the handyman team for further assistance. Warm transfer to Hire a Helper