Residential Support Representative 1
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Job Description
Customer Support Representative at Allegion providing technical and warranty support, ensuring customer satisfaction through effective communication and problem-solving skills.
Responsibilities:
- 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.
Requirements:
- 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.
Benefits:
- Health, dental and vision insurance coverage, helping you “be safe, be healthy”
- 160 hours Paid Time Off Annually (40 hours sick pay/120 hours vacation)
- A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
- Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
- Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
- Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
- Life Insurance – Term life coverage with the option to purchase supplemental coverage
- Tuition Reimbursement
- Voluntary Wellness Program – Simply complete wellness activities and earn monetary rewards
- 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 assessment & coaching
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