Key skills
CRMCommunication
About this role
Role Overview
- Drive consumer loyalty through exceptional customer service
- Provide positive customer experiences to troubleshoot technical problems
- Assist customers in troubleshooting issues with Schlage products
- Escalate or seek guidance from internal resources as needed
- Guide customers through how-to-related inquiries
- Communicate case drivers and known issues to internal stakeholders
- Build trust through complete follow-through on customer commitments
- Learn and maintain product knowledge of Allegion consumer products
- Participate in ongoing training and development to enhance skills
- Meet set goals and metric expectations consistently
Requirements
- Minimum 1 year 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
- Knowledge of basic computer skills
- Working knowledge of PC-based software applications (Microsoft Office)
- Experience with Zendesk/ Five 9 and other CRM systems preferred
- Familiarity with using smart device applications is preferred
- Ability to multi-task, prioritize, and manage time efficiently
- Availability to work Monday to Friday 10-6:30PM EST
- Bilingual in Spanish and/or French is an asset
Benefits
- Health, dental and vision insurance coverage
- Competitive Paid Time Off
- 401K plan with 6% company match
- Health Savings Accounts – Tax-advantaged savings account
- Flexible Spending Accounts – Tax-advantaged spending accounts
- Disability Insurance – Short-Term and Long-Term coverage
- Life Insurance – Term life coverage
- Tuition Reimbursement
- Voluntary Wellness Program
- Employee Discounts through Perks at Work
- Community involvement opportunities