Remote Field Experience Specialist — Customer Success & Territory

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

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.