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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 a focus on technical support and issue resolution for Allegion products. Proficient in troubleshooting, communication, and maintaining product knowledge to enhance customer satisfaction.
Highest-signal resume keywords
Customer Service ExperienceTechnical SupportCommunication SkillsCRM Systems ExperienceBilingual in Spanish and/or French
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTyping Speed 55 WPMBasic Computer SkillsMicrosoft OfficeZendeskFive9Smart Device ApplicationsProduct KnowledgeIssue ResolutionHigh-Volume Inquiries
Soft Skills
Multi-taskingTime ManagementProfessional RelationshipsTeam ParticipationCustomer Commitment
Certifications & Qualifications
HS Diploma or GED
Industry Keywords
Allegion ProductsCustomer-Centric CultureInstallation SupportApp SetupProduct Registration
About the role
Key responsibilities & impact- Provide exceptional customer service, warranty support, pre-purchase support, technical support, and issue resolution
- Troubleshoot basic technical problems primarily by phone through inbound and outbound communication, and via digital channels as needed
- Assist customers with troubleshooting Schlage products and provide resolutions or suitable next steps
- Escalate issues or seek guidance from internal resources and subject matter experts
- Guide customers through installation, app setup, product registration, and other how-to inquiries
- Communicate case drivers and known issues to internal stakeholders as the voice of the customer
- Follow through on customer commitments
- Learn, develop, and maintain product knowledge of mechanical and electronic Allegion consumer products and components
- Gain knowledge of complex troubleshooting scenarios and advanced Allegion products such as integrated locks
- Participate in ongoing training and development
- Maintain working knowledge of product catalogs, manuals, instruction sheets/templates, and price books
- Adhere to processes and maintain high-quality performance
- Participate positively and respectfully in team activities
- Consistently meet goals and metric expectations
- Support Allegion’s values and customer-centric culture
Requirements
What you’ll need- HS Diploma or GED required
- Minimum 1 year of customer service experience preferred
- 1+ years’ experience handling high-volume inquiries
- Ability to type 55 wpm, corrected speed
- Strong written and verbal communication skills, with proper grammar and punctuation knowledge
- Basic computer skills
- Working knowledge of PC-based software applications, including Microsoft Office (Outlook, Word, Excel), and basic web applications
- Experience with Zendesk, Five9, and other CRM systems preferred
- Familiarity with and/or comfort 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
- Availability to work Monday to Friday; may need to work weekends or holidays as needed
- Bilingual in Spanish and/or French is an asset
- Must be legally authorized to be employed in the United States; employment visa sponsorship is not intended
Benefits
Comp & perks- Health, dental and vision insurance coverage
- Competitive Paid Time Off
- 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
- Flexible remote work arrangement with occasional on-site visits as needed
- Professional development, ongoing training, and growth opportunities