Residential Support Representative

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Provide timely and professional support across various communication channels, including phone queues, email, chat, and ticketing systems.

• Diagnose issues related to Schlage mechanical and smart electronic products, encompassing app setup, lock integration, Wi-Fi connectivity, and product registration.

• Assist with installations and effectively resolve customer concerns in real time.

• Offer clear and technically precise written support through chat and email communications.

• Work collaboratively with internal resources and Subject Matter Experts for advanced troubleshooting and escalations.

• Accurately log case details and recognize recurring product and application issues.

• Deliver actionable customer feedback to internal teams.

• Foster customer trust through consistent follow-through and timely follow-ups.

• Acquire and maintain comprehensive knowledge of Allegion consumer products, mobile applications, and connected ecosystems.

• Engage in ongoing coaching, quality assurance evaluations, and skill enhancement sessions.

• Stay updated on product catalogs, installation manuals, templates, and technical knowledge bases.

• Comply with established processes, quality standards, goals, and metrics.

• Contribute positively to team activities and support Allegion’s customer-centric mission.

⛳️ Requirements

• A minimum of 1 year of customer service experience is preferred.

• A high school diploma or GED is required.

• An associate’s degree is preferred.

• Proficiency in typing at least 55 words per minute, corrected speed.

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

• Strong written and verbal communication skills, including proper grammar and punctuation.

• Basic computer proficiency.

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

• Preference for individuals comfortable using smart device applications.

• Ability to multitask, prioritize, and manage time effectively.

• Skill in identifying recurring customer issues.

• Capability to establish cross-functional professional working relationships.

• Bilingual proficiency in Spanish and/or French is a plus.

• Must be legally authorized to work in the United States.

• Availability to work within the Central Time Zone or a closely equivalent schedule.

🏝️ Benefits

• Flexible remote work options with occasional on-site visits as necessary.

• Comprehensive health, dental, and vision insurance coverage.

• Competitive Paid Time Off policy.

• 401K plan featuring a 6% company match with no vesting period.

• Health Savings Accounts available.

• Flexible Spending Accounts for healthcare and/or dependent daycare expenses.

• Short-Term and Long-Term Disability Insurance covered by Allegion.

• Term life insurance with the option to purchase additional coverage.

• Tuition Reimbursement program.

• Voluntary Wellness Program offering monetary incentives.

• Employee Discounts available through Perks at Work.

• Opportunities for community involvement and giving back.

• CliftonStrengths assessment and coaching provided.

• Professional development and continuous training opportunities.

• A culture that promotes work-life balance.