Call Center Project Coordinator at Alpine Home Air Products: 100% Remote (IL)

Title: Call Center Project Coordinator

Location: Chicago IL US

Job Description:

About Alpine

Pioneers in our industry, we have built our reputation on providing intelligent and energy-efficient HVAC solutions to homeowners. At Alpine, we're proud to maintain an exceptional customer satisfaction rating of 4.85 (out of 5), a testament to our unwavering commitment to delivering excellence.

About the Role

We are hiring Call Center Project Coordinators (PCs) to serve as the frontline owners of customer intake and early-stage experience.

In this role, you will guide customers through their first interactions with Alpine, helping them move toward the right next step with clarity and minimal friction. You’ll partner with internal tools (including AI-assisted workflows) and SOPs to understand customer needs, remove simple blockers when appropriate, and create clean, accurate handoffs to the right teams.

This role blends real-time customer experience with operational thinking. You’ll shape how customers experience Alpine while also contributing to how our systems and processes improve over time.

This role is ideal for someone who enjoys helping people in live interactions, thinking critically about how work flows, and improving processes through thoughtful execution.

What You Will Do

• Serve as the first point of contact for customers across phone and chat
• Guide customers toward the right next step in their journey with minimal friction
• Ask thoughtful, targeted questions to clarify goals, constraints, and missing information
• Resolve simple issues when appropriate to reduce unnecessary transfers
• Apply SOPs and workflow logic while adapting to real-world customer scenarios
• Use AI-assisted intake and routing tools as decision support, applying judgment to ensure quality
• Set customers and downstream teams up for success through clear documentation and accurate handoffs
• Maintain clean, complete data in internal systems
• Provide feedback on workflows and flag gaps or edge cases
• Handle high volumes of inbound inquiries while maintaining accuracy, clarity, and professionalism

How the Work Feels

You’ll likely enjoy this role if you like:

• Helping people feel understood in real time
• Turning unclear situations into clear next steps
• Working within structure while understanding the purpose behind it
• Reducing friction in customer journeys
• Noticing where processes break and suggesting better ways
• Using modern tools (including AI) to work more effectively
• Balancing speed with accuracy in fast-paced environments

This role rewards empathy, judgment, and operational thinking.

Key Focus Areas

Customer Experience

• Creating a calm, clear first interaction
• Helping customers feel heard and supported
• Guiding customers toward the right outcome

Intake & Triage Quality

• Accurately identifying intent and next steps
• Gathering the right information the first time
• Reducing unnecessary transfers or rework

Process & Workflow Improvement

• Using AI-assisted workflows thoughtfully
• Flagging gaps, errors, and edge cases
• Contributing to continuous process improvements

Data & Handoff Clarity

• Maintaining clean documentation
• Creating handoffs that downstream teams can act on easily
• Reducing follow-up questions and customer repetition

A Strong Fit if You

• Care about creating a great experience for customers
• Think critically about how processes work and how they could be better
• Are adaptable when situations don’t fit neatly into a script
• Enjoy solving small problems that remove friction for others
• Can handle high volumes without losing attention to detail
• Are confident using multiple systems and tools at once
• Stay curious and proactive about improving how work gets done

Background & Experience

• Experience in customer operations, intake, support, or coordination roles is helpful
• Experience working with SOPs, CRMs, or workflow tools is a plus
• Comfort using modern tools (including AI-assisted workflows) is preferred
• Strong communication skills, judgment, and a learning mindset matter more than industry background

What Success Looks Like

• Customers feel understood and guided from their first interaction
• Customers reach the right team faster with fewer unnecessary transfers
• Sales and Technical teams receive clean, actionable handoffs
• Fewer rework loops or clarification follow-ups
• Workflow outputs improve over time based on frontline feedback
• Customer experience feels smooth even during high-volume periods

Why This Role Matters

Most companies treat intake as a front desk function.
We treat it as the foundation of the customer experience and operational flow.

PCs shape how customers experience Alpine and how effectively teams can support them. This role directly influences customer satisfaction, internal efficiency, and how well our systems perform.

If you enjoy helping people in real time while also improving how work flows behind the scenes, this role was built for you.

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 will be 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. Le 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.