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Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
- A commitment to your future with a 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 so you can “serve others, not yourself”
- Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching
- Opportunity to work from home.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetroubleshootingdata integrityorder managementservice level agreementsproblem solving
Soft Skills
communicationmulti-taskingprioritizationtime managementcollaboration
Certifications
HS DiplomaGED