Customer Service Representative I/ Front Line Associate

At ASSA ABLOY, our mission is to make securely accessing the things in your life noticeably easier, without being noticeable. Our global teams work together to create products and services that add everyday simplicity and convenience to our users’ lives. With the ability to control access to what they love the most, we’re able to provide peace of mind through safety and visibility. 

The Customer Experience Rep I serves as the first point of contact for callers needing assistance with any of our products or services. This role is responsible for delivering exceptional service, providing information, coordinating requests, and ensuring the caller’s experience is welcoming and efficient.

Customer Service Tier I acts as a central resource for both callers and internal teams, helping maintain smooth daily operations by anticipating the needs and proactively resolving issues.

This position reports to the Customer Service Manager sitting onsite in New Haven, CT for the assigned brand and the hours for this position are 9AM-6PM on a rotational basis with the other team members.

What will you be doing 

• Greeting callers warmly and professionally
• Providing information that adequately addresses the caller’s needs, negating the need to transfer the call where possible.
• Route necessary calls accurately the first time. 

• Learn the required tools to assist callers in a timely and efficient manner
• Assist the CSM where required to continuously improve the callers’ experience

To meet the above goals, the concierge will need to be proficient in utilizing the following tools:

• Connect – Website - DFIS
• Price Book/Catalog
• RedMap
• ChatBot

What are we looking for 

• Associate’s degree required.
• Must be comfortable learning new computer software.
• Prior experience in customer service / technical support roles.
• Excellent verbal and written communication skills.
• Strong multitasking and organizational abilities.
• Proficient with Microsoft Office and common office systems.
• Possesses a passion for helping others and is extremely comfortable fielding a wide variety of calls.
• Sound judgment in selecting methods and/or techniques for obtaining solutions.

Preferred Skills 

• Friendly, approachable, and service‑oriented attitude.
• Strong problem‑solving skills.
• Strong Communications and time management skills.

• Experience with Brightmetrics, ShoreTel or any modern call handling software a plus.

What we offer 

We’re passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us.  

• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k. 

• Generous holiday schedule and paid time off to refresh and recharge. 

• Employee pricing on our products and discount programs for travel, entertainment, and more! 

We review applications regularly, so don’t hesitate, apply today! 

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.