Field Experience Specialist

Allegion•Remote, Colorado, CO

8d•$32,900 - $66,900•Remote

About The Position

Allegion is seeking a Field Experience Specialist to improve the experience for Allegion customers by providing support for business-related requests in a professional and courteous manner. The role involves resolving issues associated with customer orders and accounts quickly and accurately, processing requests for returns, replacements, account credit adjustments, warranty/labor, DRD, territory email and document related resolution in multiple business systems and the corporate CRM system. This is a remote position covering the Central and Pacific Time Zones, with occasional on-site visits as needed.

Requirements

HS Diploma/GED required
3+ years of related experience
Exceptional customer focus with ability to understand customer needs
Ability to interact and communicate effectively at all levels of the organization
Experience with process improvement initiatives
Excellent oral and written communication skills
Problem solving ability in a complex environment
Customer centric with the ability to balance customer benefits and business goals effectively
Strong organizational skills with the ability to execute/implement on strategic design
Capability to manage multiple priorities, manage virtual teams, and gain cooperation while driving accountability
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.

Nice To Haves

BS Degree preferred

Responsibilities

Provide elevated services to Allegion customers, with specific responsibility for a specific territory.
Respond to customer inquiries within a 24-hour SLA.
Demonstrate expertise with product and process knowledge.
Assist in managing general phone and email queues, as required.
Collaborate with internal departments (especially sales), to achieve customer targets.
Proactively monitor customer activities to identify trends and make recommendations to improve the customer experience.
Proactively provide solutions as they relate to products, pricing, order fulfillment, customer programs, and corporate policies.
Build and leverage customer relationships through daily interactions and account visits.
Participate in client visits and meetings to discuss account performance, gather feedback, and plan future activities.
Provide insights and recommendations for continuous improvements within the organization.
Demonstrate leadership within the department to meet performance targets.
Provide personalized attention and expertise to achieve higher levels of customer satisfaction, setting our company apart from competitors.
Perform all other duties as assigned.