Field Experience Specialist
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Job Description
Customer experience specialist supporting Allegion’s security-product customers and resolving order and account issues. Managing customer relationships, service requests, and process improvements remotely across the US.
Responsibilities:
- Provide elevated services to Allegion customers for a specific territory
- Respond to customer inquiries within a 24-hour SLA
- Demonstrate product and process expertise
- Assist with general phone and email queues as required
- Collaborate with internal departments, especially sales, to achieve customer targets
- Monitor customer activities, identify trends, and recommend experience improvements
- Provide solutions involving products, pricing, order fulfillment, customer programs, and corporate policies
- Process returns, replacements, account credit adjustments, warranty/labor, DRD, territory email, and document-related requests in business systems and the corporate CRM
- Build customer relationships through daily interactions and account visits
- Participate in client visits and meetings to discuss account performance, gather feedback, and plan future activities
- Provide insights and recommendations for continuous organizational improvement
- Demonstrate departmental leadership to meet performance targets
- Provide personalized attention and expertise to increase customer satisfaction
- Perform other assigned duties
Requirements:
- HS Diploma/GED required
- BS Degree preferred
- 3+ years of related experience
- Legally authorized to be employed in the United States
- No employment visa sponsorship available
- Exceptional customer focus with ability to understand customer needs
- Ability to interact and communicate effectively at all levels of the organization
- Experience with process improvement initiatives
- Excellent oral and written communication skills
- Problem solving ability in a complex environment
- Customer-centric ability to balance customer benefits and business goals
- Strong organizational skills with ability to execute/implement strategic design
- Capability to manage multiple priorities, manage virtual teams, and gain cooperation while driving accountability
- Ability to work primarily Central and Pacific Time Zone hours
- Work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m.
Benefits:
- Health, dental and vision insurance coverage
- Competitive Paid Time Off
- 401K plan with a 6% company match and no vesting period
- Health Savings Accounts
- Flexible Spending Accounts for healthcare and dependent daycare expenses
- Short-Term and Long-Term Disability Insurance paid for by Allegion
- Term life insurance with option to purchase supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program with monetary rewards
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- CliftonStrengths assessment and coaching
- Flexible remote work arrangement with occasional on-site visits as needed
- Professional development opportunities
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