Allegion

Customer Experience Specialist – Locks

Allegion

full-time

Posted on:

Location Type: Hybrid

Location: Remote • Colorado • 🇺🇸 United States

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Salary

💰 $35,500 - $58,800 per year

Job Level

Junior

Tech Stack

ERP

About the role

  • Demonstrates basic knowledge of the product and product features for one assigned brand
  • Demonstrates basic knowledge of internal processes and system tools
  • Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal.
  • Gain proficiency in product to understand the needs and expectations of customers.
  • Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed.
  • Act as customer liaison when working with cross-functional teams to resolve customer requests.
  • Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary.
  • Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable.
  • Utilize and manage appropriate ERP business systems.
  • Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution.
  • Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business.
  • Meet all service level agreements as assigned.
  • Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

Requirements

  • 6+ months customer service experience in a fast-paced, collaborative, team environment
  • HS Diploma or GED required
  • 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
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 up to $2,000 in 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicetroubleshootingdata integrityorder managementproblem solvingservice level agreementsproduct knowledgeCRMERP
Soft skills
communicationmulti-taskingprioritizationtime managementcollaboration
Certifications
HS DiplomaGED