Residential Support Representative 1

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 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.  Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Residential Support Representative 1-Remote Kansas-Remote Missouri-Remote Indiana-Remote Colorado Work Schedule: Monday-Friday 9 am-5:30 pm Central Time Zone The candidate will be required to work the Central Time Zone for this position or close to that time schedule. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion. Job Summary: 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. What You Need to Succeed: 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. Why Work for Us? Allegion is a Great Place to Grow your Career if: You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an i