Call Center Representative - Remote, Full-Time
Alpine Home Air Products, United States
Job Description
Like to work-from-home? Great, you can!
THIS AWESOME ROLE
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
There is also opportunity for advancement and growth based on your demonstrated skill and enthusiasm for greater responsibility.
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
- Reliable High Speed Internet (DSL, Fiber or Cable)
- Typing speed of 40+ words per minute
- Punctual - Shows up before the start of their shift, leaves on time
- Capable of performing low level computer/technical troubleshooting
- Some experience using lead/account management software preferred
- Quiet office space within your home to work without animals or family members in the same room
- Understands that this isn't a flex-time remote position. The role requires that are at your desk, available and ready for phone calls during scheduled hours
- Have a remote backup plan for power, equipment or internet outage
Benefits
- Group Healthcare, Health Savings Account
- 401k retirement plan
- Paid vacation and paid holidays
- Compensation is DOE
- Comprehensive paid training provided
- Paid educational and professional development training
- A short commute - wake up and walk to your in-home office space
- Set schedule with flexibility for time off
- Company provided work station - including computer, monitors and headset
- Challenging and fulfilling work as part of a positive, optimistic, and results-oriented team
General Information
- Only a 2 week notice required for any time off requests
- During our busiest seasons we utilize a blackout period during which vacation time is restricted. Blackout dates start the second week of May through the second week of July and the second week of September through the second week of November.
ABOUT US
We are future-minded innovators working to provide intelligent heating and cooling solutions to everyday homeowners in a way that's so easy it's almost fun. Started in 2002, we are the first ecommerce company to sell HVAC equipment to homeowners online and by phone. We sell and ship HVAC equipment directly to homeowners in the US, and have served hundreds of thousands of happy customers. We are quickly growing, and are hiring new team members to keep up with the exciting growth.
Our objective is to create great experiences for our customers, vendors and employees. At Alpine, everyone wins. Our employees love our positive and supportive culture, beautiful sunny office, great benefits and friendly team. We help our employees develop their careers and do the work that best suits their talents and interests.
We are innovative! Check out a list of industry first pioneered here at Alpine:
- 2002 - first ever ecommerce HVAC store
- 2003 - first HVAC online shopping configurator
- 2004 - first national HVAC referral network of installing contractors
- 2005 - first o