How It Works FAQs
Q: What would I be doing as a Customer Care Professional for Alpine Access?
A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to place orders for products or services, ask questions about those products or services, or to inquire about orders they have already placed.
Q: Will I have to call people to sell them things?
A: No, all of our calls are inbound; we do not do any outbound telemarketing.
Q: Will I have to do any high-pressure sales?
A: No, customers who call generally know what they want to order, but may need help to identify the right item. Some of our programs require more proactive sales skills than others. These programs are not high pressure sales situations, but do require the ability to offer alternative products and sell additional products to customers.
Q: Do I have a choice of which program I work on?
A: Alpine Access and our clients jointly determine what experience, skills and qualifications are required for each program. We then screen our customer care professionals for those characteristics. If you are a match for more than one of the clients for whom we are hiring, we may ask you to select your preference.
Q: Is there a required number of calls I must take each hour?
A: Performance goals are determined in accordance with each of our clients’ needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.
Q: What kind of support will I have while I am working? What if I have questions?
A: Even though you will be working remotely from the comfort of your home, you will always have the support of your program team. You will have team leaders, coaches or support customer care professionals who are knowledgeable in your program, and are available via chat rooms and over the phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.
Q: How would I know if a customer is calling or if it’s a personal call for me?
A: To maintain high service levels for our clients, you will be permanently connected to our telephone system for the duration of each work shift. This connection prevents you from receiving personal calls during your work shift. Personal phone calls can be received on a cell phone or on a second phone line separate from that dedicated for work shifts.
Q: Are there performance evaluations?
A: Yes, all of our programs involve quality assurance testing, performance evaluations and feedback to the customer care professionals.