Job Description

Customer Service (Email) Representative page is loaded **Customer Service (Email) Representative**

**Customer Service (Email) Representative**

locationsRemote, Indiana time typeFull time posted onPosted 5 Days Ago job requisition idJR20082 ****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 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

1) Manage customer service interactions by providing accurate and efficient resolution to incoming requests via email and the Allegion online portal.

2) Proficiency in product to understand the needs and expectations of customers.

3) Follow standard operating procedures to support and resolve the following 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, as well as ad hoc product inquiries as needed.

4) Act as a customer advocate when working with supporting departments to resolve customer requests.

5) Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary.

6) Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable.

7) Utilize and manage all appropriate ERP business systems.

8) Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution.

9) Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business.

10) Meet all service level agreements as assigned.

11) Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

Qualifications:

* 6 months of email or chat support experience.

* High school diploma or GED Certification is required.

Some college preferred.

* Ability to manage service interactions in one product queue.

* Strong written communication skills utilizing the proper grammar and punctuation necessary for accurately capturing interaction specifics related to the customer request.

* Strong working knowledge of PC based software applications (Microsoft Office Outlook, Word, Excel) & basic web applications.

* Attention to detail and ability to document details of written interactions clearly, concisely and professionally with customers.

* Learns new systems quickly, follows documented procedures, and adheres to department and company policies.

* Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

* Strong time management skills and ability to adhere to a schedule.

Physical Demands:

* Required to talk and hear to communicate for eight to ten hours /day or shift.

* Frequently required to sit for long periods of time.

* Frequently required to use hands to finger, handle, feel and type.

* Occasional requirements to stand, walk and/or lift or move up to 25 pounds.

****

******We Celebrate Who We Are!******

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because were required to, but because its the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

Allegion plc, 2020 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an

**We are Allegion.**

A team of experts.

United under a common desire;

Protect today innovate for tomorrow.

And never settle for the status quo.

We believe in anticipating opportunities

by sharpening our skills

and finding new answers

through collaboration.

We believe in a safer, more secure world.

We believe in providing peace of mind.

We believe in being true to ourselves and to those

who trust-in our protection.

We are many. We are one.

**We are Allegion.**

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