Experienced Customer Experience Professional

Honeywell Aerospace•Phoenix, AZ

1d•Hybrid

About The Position

Honeywell Aerospace is seeking an Experienced Customer Experience Professional to support Aircraft on Ground (AOG) customers at its Phoenix, Arizona location. The role responds to urgent customer needs, manages service cases, and works across teams to help ensure fast, accurate resolutions. It supports improvements in customer satisfaction, case accuracy, and service delivery effectiveness. The position reports to the Sr. Customer Experience Manager. Work is onsite in Phoenix during training, with a hybrid schedule afterward. Training is Monday through Friday, 8:00 a.m. to 5:00 p.m. for the first 90 days. After training, the schedule is a four-day, 10-hour shift on Friday through Monday, either 7:00 a.m. to 5:00 p.m. or 8:00 a.m. to 6:00 p.m. Candidates must be a U.S. person under export control requirements: a U.S. citizen, U.S. permanent resident, or person with protected status in the U.S. under asylum or refugee status.

Requirements

At least 2 years of experience in a customer support, service, or call center role.
Must be a U.S. citizen, 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 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 logistics, inventory, warranty, and engineering teams to support part fulfillment and service coordination.
Use dashboards, CRM tools, and integrated systems to validate customer needs and process requests.
Share customer feedback and raise recurring issues to support continuous improvement.
Ensure accurate documentation, billing support, warranty checks, and waybill tracking.
Work with supervisors, AOG leaders, and peers to meet performance metrics for case quality, response time, and customer satisfaction.