Customer Experience Specialist 1 - Locks

Allegion

2d•Remote

About The Position

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. Customer Experience Specialist 1–Locks Remote-Colorado (Candidate will need to reside within 1 hour radius of Colorado Springs for team and training engagements once a month) Monday-Friday: 7:30 - 4:00 MST At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. Customer Experience Specialist The Customer Experience Specialist is responsible for improving the experience of our Allegion affiliates by providing customer service support for business requests in a professional and courteous manner.

Requirements

6+ months customer service experience in a fast-paced, collaborative, team environment
HS Diploma or GED required
Strong written and verbal communication skills
Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
Ability to multi-task, prioritize, and manage time efficiently

Responsibilities

Demonstrates basic knowledge of the product and product features for one assigned brand
Demonstrates basic knowledge of internal processes and system tools
Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal.
Gain proficiency in product to understand the needs and expectations of customers.
Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed.
Act as customer liaison when working with cross-functional teams to resolve customer requests.
Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary.
Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable.
Utilize and manage appropriate ERP business systems.
Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution.
Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business.
Meet all service level agreements as assigned.
Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Competitive paid time off
A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back so you can “serve others, not yourself”
Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching