Quality Assurance Specialist (Remote, US)

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.

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

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.

Learn more and view all openings at: careers.alpinehomeair.com