Field Experience Specialist

Allegion Canada Inc.; Colorado; Hybrid; USD 33,000 - 67,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company match

Paid time off

Tuition reimbursement

Disability insurance

Life insurance

Wellness program

Job summary

Allegion is seeking a Field Experience Specialist-Remote US to support customers across defined territories from a flexible remote setup, with on-site visits as needed. You will handle returns, credits, and warranty-related tasks in multiple systems, ensuring timely resolutions and high customer satisfaction.

The role emphasizes collaboration with sales, proactive issue resolution, and continuous process improvement to enhance the customer experience while balancing business goals.

Qualifications

• HS Diploma/GED required; BS Degree preferred.
• 3+ years of related experience.
• Exceptional customer focus with ability to understand customer needs.
• Ability to interact and communicate effectively at all levels of the organization.
• Experience with process improvement initiatives.
• Excellent oral and written communication skills.
• Problem solving ability in a complex environment.
• Customer centric with the ability to balance customer benefits and business goals effectively.
• Strong organizational skills with the ability to execute/implement on strategic design.
• Capability to manage multiple priorities, manage virtual teams, and gain cooperation while driving accountability.

Responsibilities

• Provide elevated services to customers for a specific territory.
• Respond to customer inquiries within a 24-hour SLA.
• Demonstrate expertise with product and process knowledge.
• Assist in managing general phone and email queues, as required.
• Collaborate with internal departments (especially sales), to achieve customer targets.
• Proactively monitor customer activities to identify trends and make recommendations to improve the customer experience.
• Proactively provide solutions as they relate to products, pricing, order fulfillment, customer programs, and corporate policies.
• Build and leverage customer relationships through daily interactions and account visits.
• Participate in client visits and meetings to discuss account performance, gather feedback, and plan future activities.
• Provide insights and recommendations for continuous improvements within the organization.
• Demonstrate leadership within the department to meet performance targets.

Skills

Customer focus

Communication

Problem solving

Process improvement

Organizational skills

Multi-tasking

Virtual leadership

Education

HS Diploma/GED

BS Degree preferred

Job description

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.

Field Experience Specialist-Remote US

Work Schedule: M-F 8-5 pm Employee will cover the Central and Pacific Time Zone for the majority of their work hours. 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:

Improve the experience for Allegion customers by providing support for business-related requests in a professional and courteous manner. Strive to deliver a stellar experience and continually improve the level of customer satisfaction by resolving issues associated with customer orders and accounts quickly and accurately. Process requests for returns, replacements, account credit adjustments, warranty/labor, DRD, territory email and document related resolution in multiple business systems and the corporate CRM system.

What You Will Do:

• Provide elevated services to Allegion customers, with specific responsibility for a specific territory.
• Respond to customer inquiries within a 24-hour SLA.
• Demonstrate expertise with product and process knowledge.
• Assist in managing general phone and email queues, as required.
• Collaborate with internal departments (especially sales), to achieve customer targets.
• Proactively monitor customer activities to identify trends and make recommendations to improve the customer experience.
• Proactively provide solutions as they relate to products, pricing, order fulfillment, customer programs, and corporate policies.
• Build and leverage customer relationships through daily interactions and account visits.
• Participate in client visits and meetings to discuss account performance, gather feedback, and plan future activities.
• Provide insights and recommendations for continuous improvements within the organization.
• Demonstrate leadership within the department to meet performance targets.
• Provide personalized attention and expertise to achieve higher levels of customer satisfaction, setting our company apart from competitors.
• Perform all other duties as assigned.

What You Need to Succeed:

• HS Diploma/GED required, BS Degree preferred
• 3+ years of related experience
• Exceptional customer focus with ability to understand customer needs
• Ability to interact and communicate effectively at all levels of the organization
• Experience with process improvement initiatives
• Excellent oral and written communication skills
• Problem solving ability in a complex environment
• Customer centric with the ability to balance customer benefits and business goals effectively
• Strong organizational skills with the ability to execute/implement on strategic design
• Capability to manage multiple priorities, manage virtual teams, and gain cooperation while driving accountability

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! You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You’ll Get from Us:

• 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

Allegion is an equal opportunity and affirmative action employer

Compensation:

This range is provided by Allegion. Your actual pay will be based on your skills and experience. The expected Base Salary Range: $32,900 to $66,900. The actual compensation will be determined based on experience and other factors permitted by law.