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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to manage interactions through various channels, ensuring accurate and efficient resolution of customer requests. Proficient in utilizing CRM and ERP systems while maintaining data integrity and meeting service level agreements.
Highest-signal resume keywords
Customer Service ExperienceCRM ProficiencyERP System ManagementStrong Communication SkillsBilingual in Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceOrder ManagementTroubleshootingData EntryProduct KnowledgeMicrosoft OfficeWeb ApplicationsService Level AgreementsDocument ManagementTime Management
Soft Skills
Multi-taskingPrioritizationCollaborationProblem SolvingAdaptability
Tools & Technologies
CRM SoftwareERP SystemsMicrosoft OutlookMicrosoft WordMicrosoft Excel
Certifications & Qualifications
HS DiplomaGED
Industry Keywords
Customer InteractionFast-paced EnvironmentCross-functional TeamsReturn ClaimsWarranty Claims
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Report to the Contact Management Supervisor
- Manage customer service interactions via phone, email, and the Allegion online portal
- Provide accurate and efficient resolution to incoming customer requests
- Develop product knowledge to understand customer needs and expectations
- Handle order status, expediting, tracking, order modifications, document reprints, returns, replacement orders, account credits and debits, product pricing and availability, and product inquiries
- Act as customer liaison with cross-functional teams
- Troubleshoot return and warranty claims and escalate as necessary
- Use CRM to gather and document service requests and maintain data integrity
- Utilize and manage appropriate ERP business systems
- Monitor and follow up on customer service requests daily
- Meet assigned service level agreements
- Participate in training activities regarding product, policy, guideline, and procedure changes
Requirements
What you’ll need- 6+ months 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, including Microsoft Office (Outlook, Word, Excel), and basic web applications
- Ability to multi-task, prioritize, and manage time efficiently
- Legally authorized to be employed in the United States
- Must be within a 1-hour radius of the Carmel and Indianapolis facility for training purposes
- Bilingual in Spanish would be a plus
Benefits
Comp & perks- Flexible remote work arrangement with occasional on-site visits as needed
- Professional development investment
- Generous paid time off
- Health, dental and vision insurance coverage
- 401K plan with a 6% company match and no vesting period
- Health Savings Accounts
- Flexible Spending Accounts for healthcare and/or dependent daycare expenses
- Short-Term and Long-Term Disability Insurance paid for by Allegion
- Term life insurance with option to purchase supplemental coverage
- Tuition reimbursement
- Voluntary Wellness Program with monetary rewards
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back
- CliftonStrengths assessment and coaching
- Work-life balance
- Training activities and support