Customer Experience Specialist 1

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 (Microsoft Office – Outlook, Word, Excel) & basic web applications. Ability to multi-task, prioritize, and manage time efficiently

Demonstrates basic knowledge of the product and product features for one assigned brand. Demonstrates basic knowledge of internal processes and system tools. Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal. Gain proficiency in product to understand the needs and expectations of customers. Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed. Act as customer liaison when working with cross-functional teams to resolve customer requests. Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary. Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable. Utilize and manage appropriate ERP business systems. Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution. Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business. Meet all service level agreements as assigned. Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.