Key Facts

Remote From:

Full time

English

Hard Skills

Order Management ERP Systems Knowledge Microsoft Dynamics CRM Cross-Functional Collaboration Expediting Orders Escalation Management Process Management Standard Operating Procedure Web Applications Account Adjustments Service Level Management Change Orders Email Marketing Root Cause Analysis Medication Monitoring Call Center Experience Product Knowledge Online Communication Customer Relationship Building

Other Skills

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Customer Service
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Microsoft Office
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Troubleshooting (Problem Solving)
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Non-Verbal Communication
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Multitasking
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Time Management
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Prioritization
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Problem Solving

Job description

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.

The Customer Experience Specialist 1 is responsible for improving the experience of our Allegion affiliates by providing customer service support for business requests in a professional and courteous manner.

DUTIES AND RESPONSIBILITIES:

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.

QUALIFICATIONS:

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

We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer