Customer Experience Specialist

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

📋 Description

• Exhibits fundamental understanding of the product and its features for a designated brand.

• Shows basic familiarity with internal processes and system tools.

• Oversee customer service interactions by delivering accurate and efficient resolutions to incoming inquiries via phone, email, or the Allegion online portal.

• Develop expertise in the product to better comprehend customer needs and expectations.

• Adhere to standard operating procedures to assist and resolve customer requests, including order status, expediting and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit and debits to customer accounts, and providing product pricing and availability, along with ad hoc product inquiries as necessary.

• Serve as a customer liaison when collaborating with cross-functional teams to address customer requests.

• Conduct initial troubleshooting on return and warranty claims, escalating to the appropriate teams when necessary.

• Efficiently utilize CRM to collect and document service requests, ensuring defect-free cases are forwarded to supporting departments for review and resolution as needed.

• Utilize and manage relevant ERP business systems.

• Actively monitor and follow up on customer service requests daily to guarantee timely resolutions.

• Accurately record service requests in CRM to maintain data integrity for root cause problem-solving activities throughout the business.

• Achieve all service level agreements as assigned.

• Engage actively in all training initiatives to stay informed about all Allegion product, policy, guideline, and procedure updates.

⛳️ Requirements

• Minimum of 6 months experience in customer service within a dynamic, collaborative team environment.

• High School Diploma or GED is required.

• Strong verbal and written communication skills.

• Proficient in PC-based software applications (Microsoft Office – Outlook, Word, Excel) and basic web applications.

• Capable of multitasking, prioritizing, and managing time effectively.

🏝️ Benefits

• Health, dental, and vision insurance coverage, helping you “be safe, be healthy”.

• A commitment to your future with a 401K plan, featuring a 6% company match and no vesting period.

• Tuition Reimbursement.

• Competitive paid time off.

• Employee Discounts through Perks at Work.

• Opportunities for community involvement and giving back, allowing you to “serve others, not yourself”.

• Chances to leverage your unique strengths through CliftonStrengths testing and coaching.

• Flexibility to work from home.