Residential Support Representative 1

Residential Support Representative 1

Requirements

• Minimum 3 years of customer service experience preferred
• Minimum 12 months of call center experience preferred
• Ability to work in a remote environment
• Ability to answer 30+ calls per day
• HS Diploma or GED required; Associates degree preferred
• Ability to type 35 wpm, corrected speed
• Knowledge of, and the ability to perform, basic computer skills
• 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
• Ability to identify recurring customer issues
• Ability to develop cross-functional, professional working relationships

Responsibilities

• Provide positive customer experiences to help troubleshoot basic technical problems. Primary support will be through phone calls, but could include email, instant messaging, or other communication methods
• Represent the organization with relationship building, and generating, updating, and/or creating service request tickets for all communications
• Develop a basic level of understanding of mechanical, keypad, and integrated Allegion consumer products and components
• Develop a working knowledge of all reference material such as product catalogs, manuals, instruction sheets/templates, and price books
• Participate in internal team chat forums
• Address all interactions and drive them to successful resolution or escalate as required
• Meet all service level agreements set by management
• Build trust through complete follow-through on customer commitments
• Support company values and mission to create a customer centric culture

Preferred Qualifications

• General knowledge of locks and how they function
• Ability to search online resources to include Google and Allegion SharePoint resource center
• Good keyboard skills demonstrating the ability to type 35 wpm, corrected speed
• Familiarity with and/or comfortable using smart device applications preferred
• Bilingual communication (French and English) a plus