Customer Experience Specialist 1

Basic Information

Location: Remote (preferred within a 1‑hour radius of Indianapolis for training). Work schedule: Monday‑Friday, 8 a.m.‑5 p.m. EST. Qualified candidates must be legally authorized to work in the United States; no sponsorship for employment visa status is offered.
Job Summary

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

Demonstrate basic knowledge of the product, product features and the assigned brand.
Demonstrate 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, and 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, when necessary, elevate to the appropriate teams.
Effectively use CRM to gather and document service requests, passing defect‑free cases to supporting departments for review and resolution.
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 requests in CRM to ensure data integrity for root‑cause problem‑solving activities across the business.
Meet all service level agreements as assigned.
Maintain active participation in all training activities to stay current on product, policy, guidelines and procedure changes.
What You Need to Succeed

6+ months of 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) and basic web applications.
Ability to multi‑task, prioritize and manage time efficiently.
Benefits

Health, dental and vision insurance coverage.
Competitive paid time off.
401(k) plan with up to 6% company match and no vesting period.
Health Savings Account.
Flexible Spending Account for healthcare and/or dependent daycare expenses.
Disability insurance (short‑term and long‑term, paid for by Allegion).
Term life insurance with option to purchase supplemental coverage.
Tuition reimbursement.
Voluntary wellness program with monetary rewards for wellness activities.
Employee discounts through Perks at Work.
Equal Opportunity Employer

Allegion is an equal–opportunity and affirmative action employer. We welcome and celebrate a diverse and inclusive workforce and encourage applicants of all backgrounds to apply. We are committed to providing reasonable accommodations for applicants with disabilities.

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