Exp Cust Exp Professional

Honeywell Aerospace•Phoenix, AZ

3d•Hybrid

About The Position

As an Experience 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 training, the shift will transition to a 4-day 10-hour work schedule from Friday – Monday beginning at 6:00 AM and ending at 4:00 PM (schedule subject to change).

Requirements

Minimum 2 years of experience in customer support, service, or call center role

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

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