[Hiring] Residential Support Representative 1 @Allegion

Role Description

As a Residential Support Representative 1, you are a crucial part of the Allegion team. You will drive consumer loyalty by delivering exceptional, multi-channel technical support and customer service. In this role, you will be the front line of our brand, supporting residential customers through a blended mix of digital communication (live chat, email, web) and voice interactions (inbound/outbound phone calls). You will portray a positive image for the company by accurately addressing customer inquiries with empathy, professionalism, and efficiency, acting as a dedicated advocate to continually elevate customer satisfaction.

What You Will Do:

• Omnichannel Customer Experience & Technical Support
  • Blended Channel Support: Deliver prompt, professional, and high-quality assistance across both phone queues and digital channels (email, chat, ticketing), seamlessly shifting between channels based on business volume.
  • Phone Support: Engage customers with active listening, clear verbal guidance, and a welcoming phone presence to troubleshoot issues, guide installations, and de-escalate concerns in real time.
  • Digital Support: Provide clear, concise, and technically accurate written support, translating complex instructions into easy-to-follow steps for customers over chat and email.
  • Troubleshooting & Resolution: Assist customers in diagnosing and solving issues with Schlage mechanical and smart electronic products (e.g., app setup, lock integration, Wi-Fi connectivity, product registration), ensuring first-contact resolution whenever possible.
  • Collaboration & Escalation: Collaborate with internal resources and Subject Matter Experts (SMEs) when advanced troubleshooting or case escalation is required.
  • Customer Advocacy: Act as the voice of the customer by logging accurate case details, identifying recurring product/app issues, and providing actionable feedback to internal teams.
  • Relationship Building: Build trust through complete follow-through on customer commitments and timely follow-ups across all channels.
• Education and Development
  • Learn, develop, and maintain deep product knowledge of mechanical and electronic Allegion consumer products, mobile applications, and connected ecosystems.
  • Level up through continued education and training to master complex troubleshooting scenarios and advanced Allegion products (e.g., smart/integrated locks).
  • Actively participate in ongoing coaching, quality assurance reviews, and skill-building sessions.
  • Develop a working knowledge of reference materials, including product catalogs, installation manuals, templates, and technical knowledge bases.
• Performance and Values
  • 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.

Qualifications

• 1+ years 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.
• 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.
• Bilingual in Spanish and/or French is an asset.

Benefits

• 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: $40,000 to $60,000. The actual compensation will be determined based on experience and other factors permitted by law.

Apply Today!

Join our team of experts today and help us make tomorrow’s world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

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.