Residential Support Representative 1 - Remote Eligible

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Scheduled Work Hours for Each Designated Time Zone:

The shifts will be scheduled either Sunday through Thursday or Tuesday through Saturday

• Eastern Time (ET): 9:00 AM – 5:30 PM
• Central Time (CT): 8:00 AM – 4:30 PM
• Mountain Time (MT): 7:00 AM – 3:30 PM
• Pacific Time (PT): 6:00 AM – 2:30 PM

Residential Support Representative 1

Are you looking for an opportunity to work in a fast-paced company that does meaningful work? Are you looking for a company that offers competitive pay and opportunities for growth and advancement? If so, we may be the company for you. We are Allegion and we help keep people safe and secure wherever they live, play, and work through our innovative products.

We are looking for people with technical or mechanical aptitude that enjoy learning new things, solving problems, and are passionate about helping others to join our Residential Support team!

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

What it means to be a Residential Support Representative at Allegion:

As a Residential Support Representative, you are a crucial part of the Allegion team, responsible for driving consumer loyalty for the Security business through exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution. This role will portray a positive image for the company by providing superior customer service, accurately addressing all customer inquiries in a professional and courteous manner, and acting as a customer advocate to continually improve the level of customer satisfaction.

What You Will Do:

• Provide positive customer experiences to help troubleshoot basic technical problems. Primary support will be through phone calls, but could include email, instant messaging, or other communication methods
• Represent the organization with relationship building, and generating, updating, and/or creating service request tickets for all communications
• Develop a basic level of understanding of mechanical, keypad, and integrated Allegion consumer products and components
• Develop a working knowledge of all reference material such as product catalogs, manuals, instruction sheets/templates, and price books
• Participate in internal team chat forums
• Address all interactions and drive them to successful resolution or escalate as required
• Meet all service level agreements set by management
• Build trust through complete follow-through on customer commitments
• Support company values and mission to create a customer centric culture

What You Need to Succeed:

• Minimum 3 years of customer service experience preferred
• Minimum 12 months of call center experience preferred
• Ability to work in a remote environment
• Ability to answer multiple digital/phone interactions with customers per day
• HS Diploma or GED required; Associate degree preferred
• Ability to type 35 wpm, corrected speed
• Knowledge of, and the ability to perform, basic computer skills
• Strong written and verbal communication skills
• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications
• Familiarity with and/or comfortable using smart device applications preferred
• Ability to multi-task, prioritize, and manage time efficiently
• Ability to identify recurring customer issues
• Ability to develop cross-functional, professional working relationships
• Initial Job Training will be Monday-Friday for the first few weeks to months and then move to designated work schedule

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!

What You'll Get from Us:

• Health, dental and vision insurance coverage, helping you "be safe, be healthy".
• A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
• Tuition Reimbursement
• Competitive paid time off
• 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 Clifton Strengths testing and coaching

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.

• The expected Base Salary Range: $32,900 to $66,900. The actual compensation will be determined based on experience and other factors permitted by law.

Apply Today! Join our team of experts today and help us make tomorrow's world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.