Customer Experience Specialist 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.

Customer Experience Specialist 1-Remote Indiana

(Preferred candidate would be within a 1-hour radius of the Indianapolis Facility for training purposes)

Customer Experience is a key part of our business. Reporting to the Contact Management Supervisor, the Customer Experience Specialist will leverage their knowledge while working closely with internal departments to deliver a superior customer experience. If you enjoy working in a fast-paced and dynamic team environment, this is the role for you.

What You Will Do:

• 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.

What You Need to Succeed:

• 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

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

• You are 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 grow with us.

• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

What You'll Get from Us:

• 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

Apply Today!

Join our team of experts today and help us make tomorrow's world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

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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 (~~~) .

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REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer (~~~)

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We are Allegion.

A team of experts.

United under a common desire;

Protect today innovate for tomorrow.

And never settle for the status quo.

We believe in anticipating opportunities

by sharpening our skills

and finding new answers

through collaboration.

We believe in a safer, more secure world.

We believe in providing peace of mind.

We believe in being true to ourselves and to those

who trust-in our protection.

We are many. We are one.

We are Allegion.