Residential Support Representative 1

Creating Peace of Mind by Pioneering Safety and Security

Residential Support Representative 1 – Remote US

Work Schedule : Monday - Friday

Time Zones :

EST : 10 : 30 am-7 : 30 pm EST (1hr lunch break); 10 : 30 am-7 : 00 pm EST (1 / 2hr lunch break).

CST : 9 : 30 am-6 : 30 pm CST (1hr lunch break); 9 : 30 am-6 : 00 pm CST (1 / 2hr lunch break).

MST : 8 : 30 am-5 : 30 pm MST (1hr lunch break); 8 : 30 am-5 : 00 pm MST (1 / 2hr lunch break).

PST : 7 : 30 am-4 : 30 pm PST (1hr lunch break); 7 : 30 am-4 : 00 pm PST (1 / 2hr lunch break)

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.

Job Summary :

Residential Support Representative 1

Are you looking for an opportunity to work in a fast-paced company that does meaningful work? Are you looking for a company that offers competitive pay and opportunities for growth and advancement? If so, we may be the company for you. We are Allegion and we help keep people safe and secure wherever they live, play, and work through our innovative products.

We are looking for people with technical or mechanical aptitude that enjoy learning new things, solving problems, and are passionate about helping others to join our Residential Support team!

What it means to be a Residential Support Representative at Allegion :

As a Residential Support Representative, you are a crucial part of the Schlage team, responsible for driving consumer loyalty for the Security 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 in a professional and courteous manner, and acting as a customer advocate to continually improve the level of customer satisfaction.

What You Will Do :

Provide positive customer experiences to help troubleshoot basic technical problems. Primary support will be through phone calls, but could include email, instant messaging, or other communication methods.

Represent the organization with relationship building, and generating, updating, and / or creating service request tickets for all communications.

Develop a basic level of understanding of mechanical, keypad, and integrated Schlage consumer products and components.

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

Participate in internal team chat forums.

Address all interactions and drive them to successful resolution or escalate as required.

Meet all service level agreements set by management

Build trust through complete follow-through on customer commitments.

Support company values and mission to create a customer centric culture.

What You Need to Succeed :

Minimum 3 years of customer service experience preferred.

Minimum 12 months of call center experience preferred.

Ability to work in a remote environment.

Ability to answer 28+ calls per day.

HS Diploma or GED required; Associates degree preferred

Ability to type 55 wpm, corrected speed preferred.

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

Strong written and verbal communication skills.

Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications, ie : Zendesk ticket system.

Familiarity with and / or comfortable using smart device applications preferred.

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

Ability to identify recurring customer issues.

Ability to develop cross-functional, professional working relationships.

Initial Job Training will be Monday-Friday for the first few weeks to months and then move to designated work schedule.

Bilingual communication (French and English) an asset.

The following skills are preferred but not mandatory :

General knowledge of locks and how they function.

Ability to search online resources to include Google and Allegion SharePoint resource center.

Good keyboard skills demonstrating the ability to type 55 wpm, corrected speed.

Why Work for Us?

Allegion is a Great Place to Grow your Career if :

You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”.

You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.

You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You’ll Get from Us :

Health, dental and vision insurance coverage, helping you “be safe, be healthy”.

Competitive Paid Time Off.

A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period.

Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses.

Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and / or dependent daycare expenses.

Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury.

Life Insurance – Term life coverage with the option to purchase supplemental coverage .

Tuition Reimbursement .

Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards.

Employee Discounts through .

Community involvement and opportunities to give back so you can “serve others, not yourself”

Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching.

Compensation : This range is provided by Allegion. Your actual pay will be based on your skills and experience.

The expected Base Salary Range : $32,900 to $66,900. The actual compensation will be determined based on experience and other factors permitted by law.