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.
In this position, you will help our teams achieve consistent service that ‘wows’ our customers by reviewing customer interactions, holding the team accountable to high performance standards, and providing coaching. You will grade interactions with customers to determine if customers received genuinely helpful service. Your call and chat reviews will help our team improve through feedback and accountability. Your assessments and helpful comments will allow team members to grow and thrive within their roles and will help give our customers a consistently exceptional experience.
Responsibilities
Review inbound and outbound calls for teams for quality assurance according to our metrics
Review chat logs for team members for quality assurance.
Provide coaching to individuals and/or team based on call/chat reviews
This is a fully remote position. It is not a flex-time position – it is consistent dedicated work during scheduled hours.
Requirements
Ability to make thoughtful decisions
Active listening skills
Appreciation for research
A good balance of left and right-brained thinking
Can hold people accountable to high standards
Strong attention to detail with a precision-mindset
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)
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