Product Support and Warranty Administrator

Summary

Join Alpine, a leading e-commerce retailer of HVAC equipment, and contribute to our mission of reducing global warming. As a remote Customer Service Representative, you will resolve issues for homeowners and contractors nationwide, processing warranty claims, order changes, payments, and managing parts. This role demands excellent communication, problem-solving, and technical skills, along with emotional resilience to handle upset customers. You will need strong computer and CRM system navigation skills, including Excel proficiency. The position offers competitive compensation, comprehensive benefits, and professional development opportunities. This is a fully remote position with dedicated work hours, not flex-time. All necessary equipment and training are provided.

Requirements

• Enjoys helping people
• Possesses excellent verbal communication skills
• Is a good listener
• Has a successful track record of problem solving
• Can easily navigate computers and CRM systems; knowledge of Excel
• Good math skills and a technical mind
• Can type quickly and accurately
• Has emotional resilience and the ability to handle upset customers in a calm, professional manner
• Is detail oriented with strong follow-through
• 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)

Responsibilities

• Assist customers with processing warranty claims
• Make changes to orders
• Process payments
• Work with vendors to order parts and returning defective parts
• Listen and understand what customers need and then create solutions for them
• Enter information into our system with accuracy so that everyone is informed of the status of the customer's issue
• Maintain professionalism while being genuinely helpful and not taking customer interactions personally
• Be emotionally resilient and learn how to take a problem and turn into a solution that makes things even better for the customer

Preferred Qualifications

HVAC experience

Benefits

• Competitive compensation, DOE
• Group health insurance plus health savings account
• 401k
• Paid time off
• Paid holidays
• Life insurance
• Short-term disability
• Paid educational and professional development training
• Work-from-home (remote)
• All computer equipment and training are provided