Customer Experience / Operations Manager
Alpine Home Air Products, United States
Job Description
Alpine enjoys a nationwide reputation for quality products and for providing genuinely helpful service. Alpine designs HVAC solutions for our customers nationwide. We ship heating and cooling equipment to our customers' homes or businesses and help them find local installers. We have a strong following and many repeat customers. Alpine experiences double-digit growth year over year. We are the largest and most tenured e-commerce retailer of heating and air conditioning equipment. Our customers give Alpine the highest ratings in our industry with an average score of 4.8 out of 5 across tens of thousands of reviews.
In this position, you will be responsible for overseeing multiple functions of the customer service and technical support teams. You will help create great experiences for our customers by applying creative solutions to complex operations issues while managing a talented group of individuals. You will be directly responsible for the decision-making process in dealing with customer issues, developing solutions while balancing the need for cost effectiveness with maintaining customer relationships. You will be managing time off, scheduling, performance reviews and other HR-related issues. This is a varied role which requires thoughtful decisions, responsiveness, adaptability and excellent organizational and managerial skills. Ultimately, you will be tasked with ensuring the absolute best possible customer service and ensuring seamless operations on a daily basis.
This is a fully remote position.
Requirements
- Ability to make thoughtful decisions
- Assertiveness
- Ability to foresee issues and create corrective plans/actions in advance
- 5+ years in management of operations or customer service
- Additional experience with HR and scheduling preferred
- Remote backup plan for power, equipment or internet outages
- Strong analytical skills
- Bachelor’s or higher in business and/or management fields preferred
Summarized List of Duties
- Complete weekly schedule, ensuring proper phone coverage during all business hours
- Act as contact point for various customer issues and provide solutions to team members as needed
- Oversee performance of customer service team and tech teams, including reviews and coaching
- Be responsible for various performance metrics in the call center, such as average hold times, customer review ratings, etc.
- Review and approve all customer credits to ensure accuracy
- Conduct call reviews for team members and provide feedback and coaching
- General oversight of order processing to make sure orders are running smoothly and those with delays are addressed immediately
- Provide training to new employees; develop additional training programs for newer processes
Benefits
- Competitive salary with potential bonuses
- Group health insurance including health savings account; options for dental and vision insurance
- 401k with company match
- Paid time off
- Work-from-home position, even after COVID-19 pandemic is over
- All computer equipment provided
About Us
We are future-minded innovators working to provide intelligent heating and cooling solutions to everyday homeowners. Started in 2002, we are the first ecommerce company to sell HVAC equipment to homeowners online and by phone. We have helped hundreds of thousands of customers while maintaining the strongest reputation in our industry.
We seek to create great experiences for our customers, vendors and employees. At Alpine, our primary value is that everyone wins.
Learn more and view all openings at: alpinehomeair.com/careers