Residential Support Representative

Remote Work & Availability

Remote, United States. Eligible employees must be available to work Monday to Friday 10:00am–6:30pm EST, with occasional weekend or holiday coverage. The role may require side visits to client locations as needed.

Qualified candidates must be legally authorized to work in the United States. Allegion does not sponsor visas.

Residential Support Representative1 is responsible for delivering excellent customer service and technical support for Schlage products, ensuring customer satisfaction and loyalty.

• Provide positive customer experiences by troubleshooting basic technical problems via phone, inbound or outbound.
• Support customers through digital channels when necessary.
• Assist customers with troubleshooting Schlage product issues and recommend resolution or next steps.
• Escalate or seek guidance from internal resources or subject‑matter experts.
• Guide customers through how‑to inquiries, such as installation, app setup, and product registration.
• Act as the voice of the customer by communicating case drivers and known issues to stakeholders for swift resolution.
• Build trust by following through on commitments.
• Learn and maintain product knowledge of mechanical and electronic Allegion consumer products and components.
• Advance knowledge through ongoing education, tackling increasingly complex scenarios and advanced products such as integrated locks.
• Participate in training to enhance product knowledge and customer‑service skills.
• Use reference materials—product catalogs, manuals, instruction sheets/templates, price books—to support customers.
• Adhere to processes and maintain high‑quality performance.
• Engage positively with teammates and participate in team activities.
• Consistently meet set goals and metrics.
• Support Allegion’s values and mission to create a customer‑centric culture.

• Minimum one year of customer‑service experience (preferred).
• High School Diploma or GED required; associate’s degree preferred.
• Typing speed of at least 55wpm (corrected).
• Experience handling high‑volume inquiries.
• Strong written and verbal communication skills, with proper grammar and punctuation.
• Basic computer proficiency.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and web applications.
• Experience with Zendesk, Five‑Nine, or similar CRM systems (preferred).
• Comfort with smart device applications (preferred).
• Ability to multitask, prioritize, and manage time efficiently.
• Ability to identify recurring customer issues.
• Ability to develop cross‑functional professional relationships.
• Availability for standard hours; willingness to work weekends/holidays as needed.
• Bilingual in Spanish and/or French is an asset.

• Health, dental and vision insurance coverage.
• Competitive paid time off.
• 401K plan with a 6% company match and no vesting period.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA) for health and dependent daycare.
• Disability insurance, short‑term and long‑term.
• Term life insurance with optional supplemental coverage.
• Tuition reimbursement.
• Voluntary wellness program with monetary rewards.
• Employee discounts through Perks at Work.
• Community involvement and giving‑back opportunities.
• Clifton Strengths assessment and coaching.

The expected base salary range is $33,900 to $55,000 per year. Actual compensation will be based on experience and other factors permitted by law.

Allegion is an equal‑opportunity and affirmative‑action employer. We are committed to providing accommodations for persons with disabilities. If you cannot apply through our career site and need assistance, please contact our Talent Acquisition Team.