Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound.
May also need to provide support via our digital channels as needed.
Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps.
Escalate or seek guidance from internal resources or SME’s as needed.
Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc.
Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution.
Build trust through complete follow-through on customer commitments.

Requirements

Minimum 1-3 years of customer service experience preferred.
An HS Diploma or GED is required; an associate’s degree is preferred.
Ability to type 55 wpm, corrected speed.
1+ years’ experience handling high-volume inquiries.
Strong written and verbal communication skills, with proper grammar and punctuation knowledge.
Knowledge of and the ability to perform basic computer skills.
Working knowledge of PC-based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
Familiarity with and/or comfort in using smart device applications is preferred.
Ability to multi-task, prioritize, and manage time efficiently.
Ability to identify recurring customer issues.
Ability to develop cross-functional, professional working relationships.
Availability to work Monday to Friday 11-7:30PM EST.
May need to work weekends or holidays as needed.
Bilingual in Spanish and/or French is an asset.

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
160 hours Paid Time Off Annually (40 hours sick pay/120 hours vacation)
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 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 service experiencetyping 55 wpmbasic computer skillsMicrosoft OfficeOutlookWordExcelsmart device applicationstroubleshootinginstallation

Soft Skills

strong written communicationstrong verbal communicationmulti-taskingprioritizationtime managementrelationship buildingproblem identificationcustomer commitment follow-throughescalationguidance seeking

Certifications

HS DiplomaGEDassociate’s degree