Customer Experience Specialist 1 – Locks
| Company | Allegion |
|---|---|
| Location | Colorado Springs, CO, USA |
| Salary | $35300 – $62500 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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
Responsibilities
- 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.
Preferred Qualifications
-
No preferred qualifications provided.