What are the responsibilities and job description for the Customer Service Rep position at Allegion?
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.
**Must be a SMX associate that is assigned to the Customer Service Team for a minimum of three months to be considered.**
Improve the experience for Allegion customers by providing support for business-related requests in a professional and courteous manner. Strive to deliver a stellar customer experience and continually improve the customer experience through building relationships with the channel partners within an assigned territory, and through proactive communication, and account monitoring.
1) Manage service / support interactions with customers by shaping the customer expectations, delivering on those expectations and deepening customer loyalty via incoming/outgoing calls, emails, and requests.
2) Understand the basic profile of the customer and their most common needs and expectations. Tailor the support approach to fit customers and/or situations within established guidelines, setting the stage for an exceptional customer experience.
3) Act as a customer advocate to other internal departments of Allegion.
4) Communicate directly with channel partners to identify and resolve issues and inquiries including order status, order expediting and tracking, change orders, document reprints, returns, credits, warranty, price and availability, and other general product inquiries as needed.
5) Complete initial troubleshooting on return and warranty claims and escalate as necessary.
6) Gather and document service request information from the channel partners through the effective use of CRM tools.
7) Utilize and manage all appropriate ERP business systems for assigned product bands.
8) Work with internal departments throughout the sector and with factory liaisons to ensure timely and accurate information is provided to channel partners.
9) Proactively monitor channel partner accounts within the assigned territory on a daily basis to resolve potential issues that may impact the quality of the delivery and service/support pieces of the customer experience.
10) Gather information for the measurement, analysis and reporting of daily activities, as well as for building business intelligence on channel partners.
11) Meet all service level agreements/expectations as set by management.
12) Serve as liaison to assigned SSC to continually provide updates on customer issues or interactions. Actively participate in SSC or cross functional staff meetings as appropriate.
13) Proactively communicate to customers in regard to orders, products and customer account information.
14) Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
Required Skills
Customer Service experience required
High School Diploma required, College degree preferred
Skill requirements: Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking. Attention to Detail, Sense of Urgency
Advanced computer skills, MS Office knowledge, basic excel skills, outlook (email), and operating in a Windows environment.
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. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.
Allegion is an equal opportunity and affirmative action employer
Allegion is an equal opportunity and affirmative action employer. Privacy Policy
© Allegion plc, 2014 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland
REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370
