Customer Experience Supervisor, Canada Commercial

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.

Customer Experience Supervisor, Canada Commercial - Remote, IN USA

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. 

What You Will Do:

• Support the delivery of high-quality customer service via all channels.
• Create and support staffing strategies and schedules that support customer experience hours of operation.
• Drive effective achievement of department metrics, goals and objectives set by the business.
• Take charge of escalated customer concerns and manage them through to completion.
• Ensure the accuracy of standard work and accountability of CX Specialists through a regular cadence of audits and coaching.
• Work collaboratively and professionally with others to create positive service outcomes; promote employee and customer retention and satisfaction.
• Collaborate with Business Operations Training department to identify training needs and close training gaps.
• Build and maintain robust working relationships with key internal stakeholders, organizational leaders, and external customers to drive brand loyalty and enhance customer experience.
• Create and deliver accurate and timely communications, orally and in written form, to all levels of the organization, including management.
• Participate in or lead special projects as assigned that support continuous improvements to business processes and tools.
• Responsible for performance management, talent review, employee development, and talent acquisition of Customer Experience Specialists.
• Responsible for driving engagement by focusing on the needs of the team and individual. The CX Supervisor, Canada Commercial needs to think outside the box and actively support companywide initiatives that include, but are not limited to, inclusion & diversity, safety, and living the Allegion values.

What You Need to Succeed:

• 4+ years related industry/service experience 
• Bachelor’s degree preferred or equivalent years of experience
• 1+ years of supervisory or equivalent experience
• Ability to interact and communicate effectively in a matrixed organization
• Ability to identify areas for process improvement and collaborate with others to create and implement recommendations
• Excellent oral, written and presentation skills
• Problem solving ability in a complex environment
• Ability to think strategically and execute to get results
• Ability to design and drive performance improvement
• Strong organizational and time management skills
• Capability to manage multiple projects, manage virtual teams and gain cooperation while driving accountability

Why Work for Us?  

Allegion is a Great Place to Grow your Career if:  

• You're seeking a rewarding opportunity th