Residential Support Representative 1-US Remote

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.

As a Residential Support Representative 1, you are a crucial part of the Allegion team. You will drive consumer loyalty for the 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 professionally and courteously, and acting as a customer advocate to continually improve customer satisfaction.

DUTIES AND RESPONSIBILITIES:

Customer Experience and Support

• 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.

Education and Development

• Learn, develop, and maintain product knowledge of mechanical and electronic Allegion consumer products and components.

• Level up through continued education and gaining knowledge of more complex troubleshooting scenarios and advanced Allegion products such as integrated locks.

• Participate in ongoing training and development to enhance product knowledge and customer service skills.

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

Performance and Values

• Adhere to processes and maintain a high quality of performance.

• Participate in team activities and engage with fellow Allegion team members positively and respectfully.

• Meet set goals and metric expectations consistently.

• Support Allegion's values and mission to create a customer-centric culture.

What You Need to Succeed:

• 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.

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.  

• The expected Base Salary Range: $32,900 to $66,900.  The actual compensation will be determined based on experience and other factors permitted by law. 

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

· You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”.

· You’re looking for a company that will invest in your professional development. As we grow, we want you to