Experienced Customer Experience Professional

Honeywell Aerospace • Phoenix, AZ

2d • Hybrid

About The Position

The Experienced Customer Experience Professional supports Aircraft on Ground (AOG) customers by responding to urgent needs, managing service cases, and working cross-functionally to ensure fast and accurate resolution. The role contributes to customer satisfaction, case accuracy, and effective service delivery. The position reports to the Sr. Customer Experience Manager and is based onsite in Phoenix, Arizona, with a hybrid schedule after training. Initial training is Monday through Friday, 8:00 a.m. to 5:00 p.m. for 90 days. After training, the position follows a four-day, 10-hour schedule on Friday through Monday, with a shift of either 7:00 a.m. to 5:00 p.m. or 8:00 a.m. to 6:00 p.m.

Requirements

• At least 2 years of experience in a customer support, service, or call center role.
• Must be a U.S. person: a U.S. citizen, U.S. permanent resident, or person with 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 ability 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, providing 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.
• Support continuous improvement by sharing customer feedback and raising recurring issues.
• Ensure accurate documentation, billing support, warranty checks, and waybill tracking.
• Work with supervisors, AOG leaders, and peers to meet metrics for 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.
• Educational assistance.
• Parental leave.
• 12 paid holidays.
• Paid time off for vacation, personal, and sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed