Support customers using Allegion’s residential security solutions by diagnosing and resolving technical concerns primarily through phone interactions, both incoming and outgoing. This role emphasizes clear, confident communication to guide users through product setup, app integration, installation, and registration processes.
Key Responsibilities
- Resolve customer inquiries related to Schlage and other residential security products by identifying issues and providing accurate, step-by-step solutions
- Use digital support platforms as needed to assist customers across multiple channels
- Escalate complex cases to internal specialists when necessary, ensuring continuity and timely follow-up
- Act as a liaison between customers and internal teams by reporting recurring problems and feedback to improve product experiences
- Maintain thorough understanding of mechanical and electronic consumer products through ongoing training and documentation review
- Advance your expertise by mastering more sophisticated troubleshooting and integrated smart lock systems
- Follow company standards for quality, accuracy, and service delivery while meeting performance benchmarks
- Collaborate respectfully with team members and contribute to a positive, inclusive work environment
Qualifications
Candidates should have a high school diploma or equivalent and the ability to type at least 55 words per minute. Prior experience in high-volume customer service is required, with strong verbal and written communication skills. Proficiency with Microsoft Office (Outlook, Word, Excel), web applications, and support tools such as Zendesk and Five9 is essential. Familiarity with smart device apps and bilingual abilities in Spanish or French are advantageous.
This position operates remotely within the U.S., with a standard Monday through Friday schedule starting at either 10:00 AM or 11:00 AM Eastern Time. Occasional weekend or holiday availability may be required.
Benefits & Culture
The role offers health, dental, and vision insurance, a 401K plan with 6% company match and no vesting period, paid time off, disability and life insurance, and flexible spending accounts. Additional offerings include tuition reimbursement, wellness incentives, and employee discounts. The company fosters a strengths-based, inclusive culture focused on professional growth, work-life balance, and community engagement.
