As a Customer Experience Specialist 1, you will play a key role in supporting Allegion’s network of affiliates by delivering consistent and reliable customer service. You’ll manage incoming requests through multiple channels—including phone, email, and the online portal—ensuring each inquiry is resolved accurately and within established timeframes.
Key Responsibilities
- Apply foundational knowledge of one assigned product brand to assist customers with inquiries and issue resolution
- Use internal systems including CRM and ERP platforms to document, track, and route service cases without errors
- Address customer needs such as order status checks, expediting requests, modifications, returns, replacements, and account adjustments
- Provide pricing and product availability information while maintaining data integrity in all records
- Perform initial assessment of warranty and return claims, escalating when appropriate
- Act as a point of contact between customers and internal departments to facilitate smooth communication and resolution
- Follow up daily on open cases to ensure timely closure and customer satisfaction
- Adhere to standard operating procedures and meet defined service level agreements
- Stay current with product updates, policies, and system changes through ongoing training
Qualifications
- Minimum of six months of customer service experience in a team-based, fast-paced environment
- High school diploma or equivalent required
- Proficiency in Microsoft Office applications—Outlook, Word, Excel—and web-based tools
- Strong written and verbal communication skills
- Ability to manage multiple tasks, prioritize work, and maintain focus under regular deadlines
Work Environment & Culture
The role operates within a collaborative setting that values diversity, inclusion, and mutual respect. The organization promotes an engaged workplace culture centered on safety, security, and equal opportunity. All individuals are encouraged to contribute fully, and accommodations are available for those with disabilities.
This position supports a workplace that welcomes people of all backgrounds, identities, and experiences, in alignment with equal opportunity and affirmative action principles.
