Residential Support Representative

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

📋 Description

• Deliver exceptional customer experiences by assisting in the resolution of basic technical issues primarily through digital communication, both inbound and outbound.

• May also be required to offer support through phone channels as necessary.

• Help customers troubleshoot problems with Schlage products and ensure an effective resolution or appropriate next steps are provided.

• Escalate issues or seek assistance from internal resources or subject matter experts as required.

• Guide customers through inquiries related to how-to topics such as installation, app configuration, product registration, and more.

• Represent the customer's voice by communicating case drivers and known issues to internal stakeholders, facilitating a prompt resolution.

• Establish trust by consistently following through on customer commitments.

⛳️ Requirements

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

• An HS Diploma or GED is mandatory; an associate’s degree is preferred.

• Ability to type at a corrected speed of 55 words per minute.

• At least 1 year of experience handling high-volume inquiries.

• Excellent written and verbal communication skills, with a solid understanding of proper grammar and punctuation.

• Basic computer skills and the ability to perform them effectively.

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

• Familiarity and comfort with using smart device applications is preferred.

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

• Capability to identify recurring customer issues.

• Ability to cultivate cross-functional, professional working relationships.

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

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage, promoting a "be safe, be healthy" philosophy.

• Competitive Paid Time Off policy.

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

• Health Savings Accounts – Tax-advantaged accounts for healthcare expenses.

• Flexible Spending Accounts – Tax-advantaged accounts for healthcare and/or dependent daycare expenses.

• Disability Insurance – Short-Term and Long-Term coverage provided by Allegion, offering income replacement in case of illness or injury.

• Life Insurance – Term life coverage with an option for supplemental coverage.

• Tuition Reimbursement program.

• Voluntary Wellness Program – Complete wellness activities to earn monetary rewards.

• Employee Discounts available 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 assessment and coaching.