Bilingual Customer Experience Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding customer service, warranty assistance, pre-purchase guidance, technical support, and issue resolution.

• Diagnose basic technical issues primarily through phone interactions, including both inbound and outbound calls, as well as digital channels when necessary.

• Aid customers in troubleshooting Schlage products and provide solutions or recommend appropriate next steps.

• Refer cases or seek advice from internal resources and subject matter experts when needed.

• Assist customers with installation, mobile app configuration, product registration, and related inquiries.

• Convey case drivers and recurring concerns to internal stakeholders.

• Establish customer trust by fulfilling commitments.

• Cultivate and retain knowledge of Allegion’s mechanical and electronic consumer products and components.

• Acquire knowledge of complex troubleshooting scenarios and advanced products such as integrated locks.

• Engage in ongoing training and professional development.

• Maintain a solid understanding of product catalogs, manuals, instructional sheets/templates, and pricing guides.

• Adhere to established processes and uphold high performance and quality standards.

• Contribute positively to team activities.

• Consistently achieve goals and meet KPI expectations.

• Support Allegion’s customer-focused values and mission.

⛳️ Requirements

• Bilingual in French and English is essential.

• A minimum of 3 years of customer service experience is preferred.

• A high school diploma or GED is required.

• A bachelor’s degree is preferred.

• Ability to type at a speed of 55 wpm, corrected.

• Over 1 year of experience managing high-volume customer inquiries.

• Excellent written and verbal communication skills, with knowledge of proper grammar and punctuation.

• Basic computer literacy.

• Familiarity with PC-based software applications, including Microsoft Office (Outlook, Word, Excel) and basic web applications.

• Comfort with and/or familiarity using smart device applications is necessary.

• Capability to multitask, prioritize tasks, and manage time effectively.

• Ability to recognize recurring customer issues.

• Proficiency in developing cross-functional, professional working relationships.

🏝️ Benefits

• Paid time off and holiday compensation.

• Competitive base salary.

• Health, dental, and various insurance coverage options.

• Tuition reimbursement and opportunities for continuing education.

• Employee discounts.

• Opportunities for community involvement.

• Individual development plans and career progression maps.

• Clifton Strengths testing and coaching.

• Ongoing training and professional development.

• Bonus eligibility (LIP 5%).

• Overtime eligibility.

• Commitment to diversity, inclusion, and belonging.

• A collaborative and dynamic team environment.