Remote Bilingual Customer Experience Representative

Schlage Lock Company LLC; Ontario; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the security industry seeks a Bilingual Customer Experience Representative in Ontario. This role focuses on providing exceptional customer service while managing product inquiries and order issues effectively. Ideal candidates are bilingual, possess strong communication and problem-solving skills, and have prior customer service experience, contributing to a collaborative work culture with ample professional development opportunities.

Benefits

Health, dental, and insurance coverage

Tuition reimbursement

Employee discounts

Generous paid time off

Opportunities for community involvement

Qualifications

• Minimum 2-3 years related customer service experience required.
• Call Center experience preferred.
• Manufacturing/ distribution experience is an asset.

Responsibilities

• Communicate with customers to resolve issues regarding products and orders.
• Document customer interactions in CRM application.
• Work closely with internal departments for resolution of customer issues.

Skills

Bilingual (French / English)

Excellent written and verbal communications

Problem-solving techniques

Ability to communicate courteously

Time management

Education

Post-Secondary Education

Tools

Microsoft Office

AS400

Job description

This position will interact with external customers, via email and phone to provide superior level of customer service. This position will also work closely with various internal departments including sales, operations, marketing, IT and finance to deliver a positive customer experience while meeting our corporate goals.

What You Will Do :

Communicate directly with customers via phone or email to identify and resolve a wide variety of issues and inquiries regarding product availability, order fulfillment, change orders, programs, pricing, and policies.

Apply product knowledge of residential applications to provide thorough and comprehensive troubleshooting while on the phone and through email.

Investigate, document, and administer product warranty programs including credits, replacements and return material authorizations.

Enter and modify customer orders in the business operating system in an accurate and timely manner.

Advise on basic product application and functionality.

Work with internal departments for resolution of customer issues.

Document customer interactions in CRM application.

Meet all service level agreements in an effort to provide a positive customer experience.

Adhere to all Allegion Canada Inc. policies and procedures including Health and Safety.

What You Need to Succeed :

Knowledge, Skills and Abilities

Ability to communicate in a professional, positive, courteous manner with all levels of customers and employees.

Understand basic customer needs and expectations to provide prompt and effective resolutions to requests.

Self-motivated with ability to manage time and priorities to complete multiple tasks within a specified timeframe.

Excellent written and verbal communications skills with the ability to apply problem solving techniques.

Bilingual (French / English) is preferred.

Knowledge of Microsoft Office and manufacturing operating system (AS400).

Education

Post-Secondary Education preferred

Experience

Minimum 2-3 years related customer service required and industry experience preferred.

Call Center experience is preferred.

Manufacturing / distribution experience 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 impact. As our values state, “this is your business, run with it”.

You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.

You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

What You’ll Get from Us :

A commitment to Diversity, Inclusion & Belonging : making a difference and leading with purpose

High energy, influential, cross collaborative team environment

Opportunities to leverage your unique strengths through Clifton Strengths testing and coaching.

Customized individual development plans and growth maps to help you unlock your full potential and career graph with Allegion.

Health, dental and other insurance coverage, helping you "be safe, be healthy"

Tuition Reimbursement

Employee Discounts

Community involvement and opportunities to give back so you can "serve others, not yourself"

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Bilingual Customer Experience Representative • Remote, Ontario