Allegion is hiring a Residential Support Representative 1 to be a crucial part of our team, driving consumer loyalty by delivering exceptional customer service, warranty support, technical support, and issue resolution. You will portray a positive image for the company, acting as a customer advocate to improve satisfaction.
What You'll Do
- Provide positive customer experiences by troubleshooting basic technical problems, primarily through phone calls, but also via email, instant messaging, or other communication methods.
- Represent the organization by building relationships and generating, updating, and creating service request tickets for all communications.
- Develop a basic 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.
What We're Looking For
- HS Diploma or GED required.
- Ability to work in a remote environment.
- Ability to answer multiple digital/phone interactions with customers per day.
- 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.
- Initial Job Training will be Monday-Friday for the first few weeks to months before moving to a designated work schedule.
Nice to Have
- Minimum 3 years of customer service experience preferred.
- Minimum 12 months of call center experience preferred.
- Associate degree preferred.
- Familiarity with and/or comfortable using smart device applications preferred.
Benefits & Compensation
- Compensation range: $32,900 to $66,900.
- Health, dental and vision insurance coverage.
- 401K plan, offering a 6% company match and no vesting period.
- Tuition Reimbursement.
- Competitive paid time off.
- Employee Discounts through Perks at Work.
- Community involvement and opportunities to give back.
- Opportunities to leverage your unique strengths through Clifton Strengths testing and coaching.
Work Mode
This is a fully remote position.
Allegion is an equal opportunity and affirmative action employer committed to building and maintaining a diverse and inclusive workplace.
