Residential Support Representative 1

Allegion

12d•Remote

About The Position

Creating Peace of Mind by Pioneering Safety and Security 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. Residential Support Representative 1-US Remote Scheduled Work Hours for Each Designated Time Zone: Monday-Friday • Eastern Time (ET): 8:00 AM – 4:30 PM • Central Time (CT): 7:00 AM – 3:30 PM • Mountain Time (MT): 6:00 AM – 2:30 PM • Pacific Time (PT): 5:00 AM – 1:30 PM 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. Job Summary: Residential Support Representative 1 Are you looking for an opportunity to work in a fast-paced company that does meaningful work? Are you looking for a company that offers competitive pay and opportunities for growth and advancement? If so, we may be the company for you. We are Allegion and we help keep people safe and secure wherever they live, play, and work through our innovative products. We are looking for people with technical or mechanical aptitude that enjoy learning new things, solving problems, and are passionate about helping others to join our Residential Support team! What it means to be a Residential Support Representative at Allegion: As a Residential Support Representative, you are a crucial part of the Allegion team, responsible for driving consumer loyalty for the Security 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 in a professional and courteous manner, and acting as a customer advocate to continually improve the level of customer satisfaction.

Requirements

Minimum 3 years of customer service experience preferred
Minimum 12 months of call center experience preferred
Ability to work in a remote environment
Ability to answer multiple digital/phone interactions with customers per day
HS Diploma or GED required; Associate degree preferred
Ability to type 35 wpm, corrected speed
Knowledge of, and the ability to perform, basic computer skills
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
Ability to identify recurring customer issues
Ability to develop cross-functional, professional working relationships

Nice To Haves

Familiarity with and/or comfortable using smart device applications preferred

Responsibilities

Provide positive customer experiences to help troubleshoot basic technical problems.
Primary support will be through e-mail, but could include phone calls, instant messaging, or other communication methods
Represent the organization with relationship building, and generating, updating, and/or creating service request tickets for all communications
Develop a basic level of understanding of mechanical, keypad, and integrated Allegion consumer products and components
Develop a working knowledge of all reference material such as product catalogs, manuals, instruction sheets/templates, and price books
Participate in internal team chat forums
Address all interactions and drive them to successful resolution or escalate as required
Meet all service level agreements set by management
Build trust through complete follow-through on customer commitments
Support company values and mission to create a customer centric culture

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 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