Customer Experience Specialist

Basic Information

Location:

Remote (preferred within a 1‑hour radius of Indianapolis for training).

Work schedule:

Monday‑Friday, 8 a.m.‑5 p.m. EST. Qualified candidates must be legally authorized to work in the United States; no sponsorship for employment visa status is offered.

Customer Experience is a key part of our business. Reporting to the Contact Management Supervisor, the Customer Experience Specialist will leverage their knowledge while working closely with internal departments to deliver a superior customer experience. If you enjoy working in a fast‑paced and dynamic team environment, this is the role for you.

• Demonstrate basic knowledge of the product, product features and the assigned brand.
• Demonstrate basic knowledge of internal processes and system tools.
• Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal.
• 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 as needed.
• Act as customer liaison when working with cross‑functional teams to resolve customer requests.
• Complete initial troubleshooting on return and warranty claims and, when necessary, elevate to the appropriate teams.
• Effectively use CRM to gather and document service requests, passing defect‑free cases to supporting departments for review and resolution.
• 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 participation in all training activities to stay current on product, policy, guidelines and procedure changes.

• 6+ months of 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) and 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 up to 6% company match and no vesting period.
• Health Savings Account.
• Flexible Spending Account for healthcare and/or dependent daycare expenses.
• Disability insurance (short‑term and long‑term, paid for by Allegion).
• Term life insurance with option to purchase supplemental coverage.
• Tuition reimbursement.
• Voluntary wellness program with monetary rewards for wellness activities.
• Employee discounts through Perks at Work.

Allegion is an equal–opportunity and affirmative action employer. We welcome and celebrate a diverse and inclusive workforce and encourage applicants of all backgrounds to apply. We are committed to providing reasonable accommodations for applicants with disabilities.