Call Center Project Coordinator

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 chatGuide customers toward the right next step in their journey with minimal frictionAsk thoughtful, targeted questions to clarify goals, constraints, and missing informationResolve simple issues when appropriate to reduce unnecessary transfersApply SOPs and workflow logic while adapting to real-world customer scenariosUse AI-assisted intake and routing tools as decision support, applying judgment to ensure qualitySet customers and downstream teams up for success through clear documentation and accurate handoffsMaintain clean, complete data in internal systemsProvide feedback on workflows and flag gaps or edge casesHandle 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 timeTurning unclear situations into clear next stepsWorking within structure while understanding the purpose behind itReducing friction in customer journeysNoticing where processes break and suggesting better waysUsing modern tools (including AI) to work more effectivelyBalancing speed with accuracy in fast-paced environmentsThis role rewards empathy, judgment, and operational thinking. Key Focus Areas Customer ExperienceCreating a calm, clear first interactionHelping customers feel heard and supportedGuiding customers toward the right outcomeIntake & Triage QualityAccurately identifying intent and next stepsGathering the right information the first timeReducing unnecessary transfers or reworkProcess & Workflow ImprovementUsing AI-assisted workflows thoughtfullyFlagging gaps, errors, and edge casesContributing to continuous process improvementsData & Handoff ClarityMaintaining clean documentationCreating handoffs that downstream teams can act on easilyReducing follow-up questions and customer repetition A Strong Fit if You Care about creating a great experience for customersThink critically about how processes work and how they could be betterAre adaptable when situations don't fit neatly into a scriptEnjoy solving small problems that remove friction for othersCan handle high volumes without losing attention to detailAre confident using multiple systems and tools at onceStay curious and proactive about improving how work gets done Background & Experience Experience in customer operations, intake, support, or coordination roles is helpfulExperience working with SOPs, CRMs, or workflow tools is a plusComfort using modern tools (including AI-assisted workflows) is preferredStrong communication skills, judgment, and a learning mindset matter more than industry background What Success Looks Like Customers feel understood and guided from their first interactionCustomers reach the right team faster with fewer unnecessary transfersSales and Technical teams receive clean, actionable handoffsFewer rework loops or clarification follow-upsWorkflow outputs improve over time based on frontline feedbackCustomer 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, DOEGroup health insurance plus health savings account, 401k, paid time off, paid holidays, life insurance, short-term disability and morePaid educational and professional development trainingWork-from-home (remote)All computer equipment will be provided About UsStarted 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: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;Provides a shopping experience for customers that's so easy it's almost fun, having them exclaim "wow!", enabled through extreme operational competency; andPrioritizes a harmonious win for customers, team members, the company and the environment.Learn more and view all openings at: careers.alpinehomeair.com