Job Description

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.

The Call Center Representative is the first point of contact for all prospective new customers and as such they are responsible for obtaining the information required to assess and document the caller’s needs by utilizing a standardized set of questions on a provided script. In this role you will work directly with our product specialists to provide the highest quality assistance to each customer that contacts us, and also work with technical support and customer service teams to triage customers for additional support.

You will play a key role in the company for many of our customers by being friendly, professional, and attentive to our customer’s needs and ensuring they are connected with the person or team who can help them best.

On an average day in this role, the you will

• Be the first point of contact for our customers
• Take dozens of inbound calls per day
• Speak with a wide variety of customers and business personnel across the contiguous U.S.
• Work off a call script to discover customer project needs
• Document all customer project needs in our lead management system
• Work across teams to direct customers to the correct department

This is a fully remote position. It is not a flex-time position – it is consistent dedicated work during scheduled hours.

Requirements

• Naturally self-motivated, collaborative and upbeat personality
• Pleasant conversationalist, excellent listener
• Engaging phone presence – articulate, able to clearly explain and be easily understood
• Assertive personality – able to take control of the situation with grace
• Enjoy consistent task-based work
• Able to maintain poise and professionalism over the phone for up to eight hours a day
• Detail oriented
• Clear written communicator – you will be taking detailed notes on customer projects, communicating via email and IM with coworkers, and sending emails to customers
• Typing speed of 40+ words per minute
• Must have reliable high-speed internet (DSL, Fiber or Cable), 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
• Scheduling availability during call center hours: M-F 7a-7p, Sa-Su 10a-4p CST

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

About Us

Started in 2002, we are the first ecommerce company to sell pro-grade heating and cooling units directly to homeowners. As a team of forward-thinking innovators, we are working to provide HVAC solutions to homeowners in a way that:

1. Leads Americans away from using low efficiency and non-renewable HVAC appliances and towards high efficiency and all-electric ones, a key requirement for reducing the country’s dependency on fossil fuels and to slow global warming;
2. Provides a shopping experience for customers that’s so easy it’s almost fun, having them exclaim “wow!”, enabled through extreme operational competency; and
3. Prioritizes a harmonious win for customers, team members, the company and the environment.

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