Residential Support Representative 1

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Residential Support Representative 1-US Remote

Scheduled Work Hours for Each Designated Time Zone:
The shift will be scheduled either Sunday through Thursday or Tuesday through Saturday.

• Eastern Time (ET): 9:00 AM – 5:30 PM
• Central Time (CT): 8:00 AM – 4:30 PM
• Mountain Time (MT): 7:00 AM – 3:30 PM
• Pacific Time (PT): 6:00 AM – 2:30 PM

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. 

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion. 

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. 

Job Summary:
Residential Support Representative 1
Are you looking for an opportunity to work in a fast-paced company that does meaningful work? Are you looking for a company that offers competitive pay and opportunities for growth and advancement? If so, we may be the company for you. We are Allegion and we help keep people safe and secure wherever they live, play, and work through our innovative products.

We are looking for people with technical or mechanical aptitude that enjoy learning new things, solving problems, and are passionate about helping others to join our Residential Support team!

What it means to be a Residential Support Representative at Allegion:
As a Residential Support Representative, you are a crucial part of the Allegion team, responsible for driving consumer loyalty for the Security business through exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution. This role will portray a positive image for the company by providing superior customer service, accurately addressing all customer inquiries in a professional and courteous manner, and acting as a customer advocate to continually improve the level of customer satisfaction.

What You Will Do:

• Provide positive customer experiences to help troubleshoot basic technical problems. Primary support will be through phone calls, but could include email, instant messaging, or other communication methods

• Represent the organization with relationship building, and generating, updating, and/or creating service request tickets for all communications

• Develop a basic level of understanding of mechanical, keypad, and integrated Allegion consumer products and components

• Develop a working knowledge of all reference material such as product catalogs, manuals, instruction sheets/templates, and price books

• Participate in internal team chat forums

• Address all interactions and drive them to successful resolution or escalate as required

• Meet all service level agreements set by management

• Build trust through complete follow-through on customer commitments

• Support company values and mission to create a customer centric culture

What You Need to Succeed

• Minimum 3 years of customer service experience preferred

• Minimum 12 months of call center experience preferred

• Ability to work in a remote environment

• Ability to answer multiple digital/phone interactions with customers per day

• HS Diploma or GED required; Associate degree preferred

• Ability to type 35 wpm, corrected speed

• Knowledge of, and the a