Allegion

Customer Relationship Manager

Allegion

full-time

Posted on:

Location Type: Remote

Location: Connecticut • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals
  • Provide ETA updates, expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance
  • Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery
  • Document all updates and customer communications in work orders per customer request
  • Run daily reports in Field Services (D365), including Open Call and Closed Call Reports
  • Run daily reports from Customer Portals (primarily Service Channel) for Open Calls, Closed Calls, status checks, IVR compliance, missed ETAs, past due reports, and PM reports
  • Compare portal data with internal reports to ensure accuracy and compliance
  • Combine data from Field Services and customer portals to create and distribute daily reports to field teams
  • Process distributor quotes by entering them into Field Services and submitting them to customers
  • Submit branch-uploaded quotes to customers
  • Upload customer approvals into Field Services, add detailed notes, update reports, notify customers of new ETAs, and communicate approvals to branches or distributors
  • Manage Preventative Maintenance (PM) programs for assigned accounts, including uploading PMs into Field Services for non-automated accounts
  • Monitor PM completion, send updates to field teams, and drive adherence to deadlines
  • Open repair notifications for issues found during PMs and quote customers for additional work
  • Review and resolve daily billing reports from the billing team

Requirements

  • Bachelor’s degree, preferred, or relevant experience (High School Degree Required)
  • 1–2 years of experience in customer service, account management, or service coordination (B2B preferred)
  • Experience working in Microsoft Dynamics (D365) and customer portals such as Service Channel
  • Excellent communication skills — able to clearly explain service details, resolve issues, and build trust with customers
  • Must have a bias for proactive communication methods leveraging direct communication (Phone/Teams) over passive communication (emails)
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
  • Analytical skills to interpret reports, identify trends, and drive process improvements
  • Proactive problem-solving mindset and ability to work collaboratively across teams
  • Understand how to use MS Office programs
Benefits
  • Health, dental and vision insurance coverage, helping you “be safe, be healthy”
  • Unlimited Paid Time Off
  • 401K plan with 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceaccount managementservice coordinationreportingdata analysispreventative maintenancebillingquote processingIVR complianceSLA performance
Soft Skills
communicationorganizational skillsproblem-solvingcollaborationproactive communicationtrust buildinganalytical skillstime managementmultitaskingcustomer relationship management
Certifications
Bachelor's degreeHigh School Degree