Customer Experience Specialist 1

Allegion•Remote, Indiana, IN

5d•Remote

About The Position

Allegion is a global leader in safety and security, specializing in security around the doorway and beyond. With over 40 brands and 14,000+ employees worldwide, Allegion is dedicated to creating peace of mind. The company has been recognized with the Gallup Exceptional Workplace Award for its exceptional workplace cultures and employee engagement. This Customer Experience Specialist role is a remote position based in Indiana, requiring occasional on-site visits for training purposes within a 1-hour radius of Carmel and Indianapolis facilities. The role reports to the Contact Management Supervisor and is crucial in delivering a superior customer experience by leveraging product knowledge and collaborating with internal departments. It is ideal for individuals who enjoy a fast-paced and dynamic team environment.

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
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.

Nice To Haves

Bilingual in Spanish would be a plus

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
Competitive Paid Time Off
401K plan with a 6% company match and no vesting period
Health Savings Accounts
Flexible Spending Accounts
Disability Insurance – Short-Term and Long-Term coverage
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program
Employee Discounts through Perks at Work
Community involvement and opportunities to give back
Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching