Residential Support Representative 1

Creating Peace of Mind by Pioneering Safety and SecurityAt Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Residential Support Representative 1-US RemoteWork Schedule:Monday to Friday 8 am -4:30pm CST.May need to work weekends or holidays as needed. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. 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. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion. Job Summary: As a Residential Support Representative 1, you are a crucial part of the Allegion team. You will drive consumer loyalty for the 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 professionally and courteously, and acting as a customer advocate to continually improve customer satisfaction. What You Will Do: Provide positive customer experiences to help troubleshoot basic technical problems primarily through verbal communication over the phone, both inbound and outbound. May also need to provide support via our digital channels as needed. Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps. Escalate or seek guidance from internal resources or SME’s as needed. Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc. Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution. Build trust through complete follow-through on customer commitments. Learn, develop, and maintain product knowledge of mechanical and electronic Allegion consumer products and components. Level up through continued education and gaining knowledge of more complex troubleshooting scenarios and advanced Allegion products such as integrated locks. Participate in ongoing training and development to enhance product knowledge and customer service skills. Develop a working knowledge of all reference material, such as product catalogs, manuals, instruction sheets/templates, and price books. Adhere to processes and maintain a high quality of performance. Participate in team activities and engage with fellow Allegion team members positively and respectfully. Meet set goals and metric expectations consistently. Support Allegion's values and mission to create a customer-centric culture. What You Need to Succeed: Minimum 1 year of customer service experience preferred. An HS Diploma or GED is required; an associate’s degree is preferred. Ability to type 55 wpm, corrected speed. 1+ years’ experience handling high-volume inquiries. Strong written and verbal communication skills, with proper grammar and punctuation knowledge. Knowledge of and the ability to perform basic computer skills. Working knowledge of PC-based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications. Experience with Zendesk/ Five 9 and other CRM systems Preferred. Familiarity with and/or comfort in using smart device applications is 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 10-6:30PM EST. May need to work weekends or holidays as needed. Bilingual in Spanish and/or French is an asset. 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 monetary rewards Employee Discounts through Perks at Work Community involvement and opportunities to give back so you can “serve others, not yourself” Opportunities to leverage your unique strengths through CliftonStrengths 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: $33,900 to $55,000. The actual compensation will be determined based on experience and other factors permitted by law. 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 we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. © Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, IrelandREGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370Allegion is an equal opportunity and affirmative action employerPrivacy Policy #J-18808-Ljbffr