Residential Support Representative

Position: Residential Support Representative 1
** Creating Peace of Mind by Pioneering Safety and Security*
* _At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond._

_Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup's With Distinction honor - a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures._

** Residential Support Representative 1-Remote US*
* ** Availability to work Monday to Friday 10am
-6:30pm EST. They will need to work the Eastern Time Zone hours for the position. May need to work weekends or holidays as needed.*
* Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That's why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you're working remotely or collaborating in person, we're committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company's discretion.

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* Job Summary:

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* As a Residential Support Representative 1, you are a crucial part of the Allegion team. You will drive consumer loyalty for the business through exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution. This role will portray a positive image for the company by providing superior customer service, accurately addressing all customer inquiries professionally and courteously, and acting as a customer advocate to continually improve customer satisfaction.

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* What You Will Do:

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* + Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound. May also need to provide support via our digital channels as needed.

+ Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps. Escalate or seek guidance from internal resources or SME's as needed.

+ Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc.

+ Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution.

+ Build trust through complete follow-through on customer commitments.

+ Learn, develop, and maintain product knowledge of mechanical and electronic Allegion consumer products and components.

+ Level up through continued education and gaining knowledge of more complex troubleshooting scenarios and advanced Allegion products such as integrated locks.

+ Participate in ongoing training and development to enhance product knowledge and customer service skills.

+ Develop a working knowledge of all reference material, such as product catalogs, manuals, instruction sheets/templates, and price books.

+ Adhere to processes and maintain a high quality of performance.

+ Participate in team activities and engage with fellow Allegion team members positively and respectfully.

+ Meet set goals and metric expectations consistently.

+ Support Allegion's values and mission to create a customer-centric culture.

** What You Need to Succeed:*
* + Minimum 1 year of customer service experience preferred.

+ An HS Diploma or GED is required; an associate's degree is preferred.

+ Ability to type 55 wpm, corrected speed.

+ 1+ years' experience handling high-volume inquiries.

+ Strong written and verbal communication skills, with proper grammar and punctuation knowledge.

+ Knowledge of and the ability to perform basic computer skills.

+ Working knowledge of PC-based software applications (Microsoft Office - Outlook, Word, Excel) & basic web applications.

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Experience with Zendesk/ Five 9 and other CRM systems Preferred

+ Familiarity with and/or comfort in using smart device applications is preferred.

+ Ability to multi-task, prioritize, and manage time efficiently.

+ Ability to identify recurring customer issues.

+ Ability to develop cross-functional, professional working relationships.

+ Availability to work Monday to Friday 10-6:30PM EST. May need to work weekends or holidays as needed.

+ Bilingual in Spanish and/or French is an…