Customer Solutions And Operations Specialist

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 learn the ropes of online heating and air conditioning ecommerce and help resolve issues for homeowners and contractors around the country. During the day, you will help customers with tracking their shipments, paying for orders, changing their orders, creating a new project in our system, getting new equipment if it's damaged or lost, help with replacement parts, approving orders, assisting with delivery issues, and more. To do the job well takes a combination of skills, particularly listening and understanding what the customer's needs are and then creating solutions for them, all while entering information into our system with accuracy so that everyone is informed of the status of the customer's issue. Some customers can be upset at first if something goes wrong on their orders. The ability to maintain professionalism while being genuinely helpful and not taking customer interactions personally is needed. Being emotionally resilient and learning how to take a problem and turn into a solution that makes things even better for the customer is an art and science. This is a fully remote position. It is not a flex-time position - it is consistent dedicated work during scheduled hours.