Creating Peace of Mind by Pioneering Safety and Security

Customer Experience Specialist 1-Remote Indiana (Candidate needs to be within 1 hour radius of the Indianapolis facility for training and team engagements) Work Schedule: Monday-Friday: 9 am-6 pm At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. 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: 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're 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!

You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You’ll Get from Us: Health, dental and vision insurance coverage, helping you “be safe, be healthy”.

Competitive Paid Time Off.

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 up to $2,000 in rewards.

Employee Discounts through .

Community involvement and opportunities to give back so you can “serve others, not yourself”

Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching.