Residential Support Representative 1-US Remote

Allegion • Colorado Springs, CO

1d • 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. This role focuses on providing positive customer experiences by troubleshooting basic technical problems primarily through verbal communication over the phone, and potentially digital channels. The representative will assist customers with Schlage products, guide them through installation and setup, and communicate customer issues to internal stakeholders for resolution. The position also involves continuous learning and development of product knowledge for Allegion consumer products.

Requirements

• An HS Diploma or GED is required
• 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.
• Knowledge of Zendesk, Five9, call center, and troubleshooting physical products
• Ability to multi-task, prioritize, and manage time efficiently.
• Ability to identify recurring customer issues.
• Ability to develop cross-functional, professional working relationships.
• Availability to work Monday to Friday with a 10:00 AM ET or 11:00 AM ET start.

Nice To Haves

• Minimum 1 year of customer service experience preferred.
• An associate ’s degree is preferred.
• Familiarity with and/or comfort in using smart device applications is preferred.
• Bilingual in Spanish and/or French is a plus.

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, helping you “be safe, be healthy”
• 160 hours Paid Time Off Annually (40 hours sick pay/120 hours vacation)
• 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 monetary 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED