Experienced Customer Experience Professional
About The Position
Join us in shaping the future of aerospace innovation in Arizona! Honeywell Aerospace, headquartered in Phoenix, is a global leader in aviation technology and industrial innovation. With a legacy of engineering excellence, Honeywell designs and manufactures advanced solutions for aircraft engines, avionics, and connected systems that power thousands of aircraft worldwide. As an Experienced Customer Experience Professional, you will play a critical role in supporting our Aircraft on Ground (AOG) customers. You will respond to urgent customer needs, manage service cases, and work cross‑functionally to ensure fast and accurate resolution. This role is essential in delivering reliable customer experience and supporting operational excellence across our teams. In this role, you will support improvements in customer satisfaction, case accuracy, and service delivery effectiveness. You will report directly to the Sr. Customer Experience Manager and work onsite at our Phoenix, AZ location on a Hybrid schedule after training. Training will be held Monday–Friday, 8:00am–5:00pm for the first 90 days. After the training period, this role will move to Monday-Friday 11am to 7pm or 10am to 6pm shift.
Requirements
- Minimum 2 years of experience in customer support, service, or call center role.
- Candidate must be a U.S. person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.
Nice To Haves
- Ability to communicate clearly and professionally in urgent and complex situations.
- Experience using CRM or case management platforms.
- Strong multitasking, organization, and follow‑through skills.
- Problem‑solving abilities in time‑sensitive or high‑pressure environments.
- Team‑oriented mindset and willingness to collaborate across functions.
- Strong verbal and written communication skills.
- Experience with systems such as Salesforce, SAP, ERP, or telephony platforms (preferred).
Responsibilities
- Manage inbound AOG customer inquiries through phone, email, and digital portals
- Research and resolve customer issues, ensuring timely and accurate responses
- Provide updates on order status, delivery timelines, and case progress
- Partner with internal teams (logistics, inventory, warranty, engineering) to support part fulfillment and service coordination
- Use dashboards, CRM tools, and integrated systems to validate customer needs and process requests
- Support continuous improvement by sharing customer feedback and raising recurring issues
- Ensure accurate documentation, billing support, warranty checks, and waybill tracking
- Work closely with supervisors, AOG leaders, and peers to meet performance metrics such as case quality, response time, and customer satisfaction
Benefits
- Employer-subsidized medical, dental, vision and life insurance
- Short-term and long-term disability coverage
- 401(k) match, flexible spending accounts and health savings accounts
- Employee assistance program and educational assistance
- Parental leave and 12 paid holidays
- Paid time off for vacation, personal and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
