Customer Experience Spec 3 - 25579

Huntington Ingalls Industries-posted 3 months ago
$46,046 - $65,780/Yr
Full-time • Mid Level
Pocasset, MA
5,001-10,000 employees
Transportation Equipment Manufacturing
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This opportunity resides with Uncrewed Systems (UxS), a business group within HII's Mission Technologies division. Uncrewed Systems comprises unmanned underwater vehicles (UUVs), unmanned surface vehicles (USVs) and autonomy software. HII creates advanced unmanned solutions for defense, marine research and commercial applications. Serving customers in more than 30 countries, HII provides design, autonomy, manufacturing, testing, operations and sustainment of unmanned systems, including unmanned underwater vehicles (UUVs) and unmanned surface vessels (USVs). The UxS Customer Support Program is seeking a Customer Service Representative to play a pivotal role in the growth of the aftermarket business space.

  • Own and manage a unique scope of the UxS customer base.
  • First point of contact with the ability to field numerous complex issues and communicate internally for timely resolution.
  • Field customer inquiries technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved.
  • Provide initial technical product support to customers via inbound calls, email, chat, etc.
  • Handle inquiries and troubleshoot basic technical product-related issues in close collaboration with other departments.
  • Gather information to identify and assess nature of problem.
  • Record incidents in a case management tracking system to maintain log of product issues for escalation and product development teams.
  • Typically refer to transcript or established process in training manuals and guides to recommend solutions.
  • Account management and ownership mindset to attend to a rapidly growing customer base.
  • Associates Degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience.
  • Customer relationship experience and ability to develop these relationships.
  • Experience in customer success metrics, presentation skills, demonstrating urgency in response, and the ability to understand and report technical details to customers.
  • Must be able to obtain and maintain a government clearance.
  • Experience with procurement and lifecycle management.
  • Process improvement and project management experience.
  • Experience working with government customers.
  • Strong knowledge of Microsoft Word, Excel, PowerPoint, and Internet Explorer.
  • Knowledge of Salesforce CRM and Filemaker Pro.
  • Comfortable learning new systems, including ERP or MRP systems.
  • Best-in-class medical, dental and vision plan choices.
  • Wellness resources.
  • Employee assistance programs.
  • Savings Plan Options (401(k)).
  • Financial planning tools.
  • Life insurance.
  • Employee discounts.
  • Paid holidays and paid time off.
  • Tuition reimbursement.
  • Early childhood and post-secondary education scholarships.
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