Sr. Customer Service Representative

Alpine

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.

Key Responsibilities:

  • 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.

Requirements

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

Benefits

  • 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

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