Residential Support Representative 1

Allegion•Remote, Kansas, CO

1d•$33,900 - $55,000•Remote

About The Position

As a Residential Support Representative 1, you are a crucial part of the Allegion team. You will drive consumer loyalty for the business through exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution. This role will portray a positive image for the company by providing superior customer service, accurately addressing all customer inquiries professionally and courteously, and acting as a customer advocate to continually improve customer satisfaction.

Requirements

Minimum 1 year of customer service experience preferred.
An HS Diploma or GED is required; an associate’s degree is preferred.
Ability to type 55 wpm, corrected speed.
1+ years’ experience handling high-volume inquiries.
Strong written and verbal communication skills, with proper grammar and punctuation knowledge.
Knowledge of and the ability to perform basic computer skills.
Working knowledge of PC-based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
Availability to work Monday to Friday 10-6:30PM EST.
May need to work weekends or holidays as needed.

Nice To Haves

Experience with Zendesk/ Five 9 and other CRM systems Preferred
Familiarity with and/or comfort in using smart device applications is preferred.
Ability to multi-task, prioritize, and manage time efficiently.
Ability to identify recurring customer issues.
Ability to develop cross-functional, professional working relationships.
Bilingual in Spanish and/or French is an asset.

Responsibilities

Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound. May also need to provide support via our digital channels as needed.
Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps.
Escalate or seek guidance from internal resources or SME’s as needed.
Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc.
Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution.
Build trust through complete follow-through on customer commitments.
Learn, develop, and maintain product knowledge of mechanical and electronic Allegion consumer products and components.
Level up through continued education and gaining knowledge of more complex troubleshooting scenarios and advanced Allegion products such as integrated locks.
Participate in ongoing training and development to enhance product knowledge and customer service skills.
Develop a working knowledge of all reference material, such as product catalogs, manuals, instruction sheets/templates, and price books.
Adhere to processes and maintain a high quality of performance.
Participate in team activities and engage with fellow Allegion team members positively and respectfully.
Meet set goals and metric expectations consistently.
Support Allegion's values and mission to create a customer-centric culture.

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