Customer Experience Specialist

Customer Experience Specialist I – Locks-Remote Colorado

Customer Experience Specialist is responsible for improving the experience of our Allegion affiliates by providing customer service support for business requests in a professional and courteous manner.

• Demonstrate basic knowledge of the product and product features for one assigned brand.
• Demonstrate basic knowledge of internal processes and system tools.
• Manage customer service interactions via phone, email and/or the Allegion online portal, providing accurate and efficient resolution to incoming requests.
• Gain proficiency in product to understand the needs and expectations of customers.
• Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, and ad‑hoc product inquiries.
• Act as customer liaison when working with cross‑functional teams to resolve customer requests.
• Complete initial troubleshooting on return and warranty claims and elevate to the appropriate teams as necessary.
• Effectively use CRM to gather and document service requests to pass along defect‑free cases to supporting departments for review and resolution as applicable.
• Utilize and manage appropriate ERP business systems.
• Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution.
• Accurately document service requests in CRM to ensure data integrity for root‑cause problem‑solving activities across the business.
• Meet all service‑level agreements as assigned.
• Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

• 6+ months customer service experience in a fast‑paced, collaborative, team environment.
• HS Diploma or GED required.
• Strong written and verbal communication skills.
• Working knowledge of PC‑based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
• Ability to multi‑task, prioritize, and manage time efficiently.

• Health, dental and vision insurance coverage.
• Competitive paid time off.
• 401(k) plan with 6% company match and no vesting period.
• Health Savings Accounts and Flexible Spending Accounts.
• Short‑term and Long‑term disability insurance paid for by Allegion.
• Term life insurance with optional supplemental coverage.
• Tuition reimbursement.
• Voluntary wellness program rewards up to $2,000.
• Employee discounts through Perks at Work.
• Community involvement and opportunities to give back.

Expected base salary range: $36,400–$55,000. Actual compensation will be determined based on experience and other factors permitted by law.

Allegion is an equal‑opportunity and affirmative‑action employer. Allegion is committed to providing accommodations for persons with disabilities. We celebrate diversity in all its forms and encourage applicants whose experience may not align perfectly with every qualification.