Alpine is a team of forward-thinking innovators working to provide intelligent heating and cooling solutions to homeowners. We are the first and largest e-commerce retailer of heating and air conditioning equipment. Our mission is to reduce global warming through the use of high-efficiency and all-electric HVAC equipment, while providing a unique shopping experience for customers that makes the process fun and easy. By creating a great experience for our customers, we have a strong following of repeat customers and the highest ratings in the industry at 4.85 (out of 5) in satisfaction.
As a Sr. Customer Service Representative, you will play a crucial role in our company by assisting customers across the country with various inquiries and issues. This role is not just about handling transactions; it’s about building goodwill and offering solutions that enhance customer satisfaction and loyalty.
- Assist customers in tracking shipments, managing payments, and modifying orders.
- Manage challenging situations with customers, maintaining professionalism and empathy.
- Support clients in setting up new projects in our system.
- Address issues related to damaged or lost equipment, ensuring timely replacements.
- Help customers with obtaining replacement parts and resolving delivery issues.
- Enter and update customer information accurately in our system to keep all parties informed.
- Develop creative solutions to transform customer problems into positive experiences.
- Work collaboratively with team members to continuously improve our service quality.
Skills and Abilities:
- Excellent listening and communication skills.
- Strong problem-solving abilities and a customer-focused mindset.
- Proficiency in accurately entering and managing data in computer systems.
- Emotional resilience and the capacity to handle stressful situations calmly.
- Ability to maintain professionalism and a positive demeanor, especially with upset customers.
- A keen interest in learning about our products and the ecommerce landscape.
This is a fully remote position. It is not a flex-time position – it is consistent dedicated work during scheduled hours.
A great candidate for this position:
- Has 5 years of experience in similar roles
- Enjoys helping people
- Has a successful track record of problem solving in customer service roles
- Can easily navigate computers and CRM systems
- Can type quickly and accurately
- Uses creativity and ingenuity to find solutions for customers
- Is organized with strong follow-through
- Must have high-speed internet, a quiet workspace without family or pets in the room and a back-up plan for power or internet outages (we provide all computer and headset equipment)
- Understands this isn’t a flex-time position. The role requires you to be at your desk, available and ready for phone calls during scheduled hours
- Available for weekday and weekend shifts during our hours of operation
- Competitive compensation, DOE
- Group health insurance plus health savings account, 401k, paid time off, paid holidays, life insurance, short-term disability and more
- Paid educational and professional development training
- Work-from-home (remote)
- All computer equipment and training are provided