Sr. Customer Experience Professional

Honeywell Aerospace Technologies; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) match

Paid Time Off

Job summary

Honeywell Aerospace Technologies seeks a Senior Customer Experience Professional in Phoenix, AZ. This hybrid role focuses on enhancing the customer experience for Aircraft on Ground (AOG) clients. Responsibilities include serving as the primary contact for AOG inquiries, collaborating with various teams, and ensuring timely communication with customers.

Candidates should have at least 4 years of experience in customer support and strong problem-solving skills. Benefits include comprehensive medical, dental, vision, and retirement plans.

Qualifications

• Minimum 4 years of experience in a high-volume customer support or call center environment.
• Proven ability to de-escalate complex customer situations.
• Strong analytical and problem-solving skills.

Responsibilities

• Serve as the primary point of contact for AOG customers.
• Maintain clear communication regarding order status and resolution.
• Collaborate with internal teams to expedite part fulfillment.

Skills

Customer support experience

Analytical skills

CRM proficiency

Problem-solving skills

Verbal communication

Leadership skills

Tools

Salesforce

SAP

ERP

Job description

Role Overview

As a Senior Customer Experience Professional at Honeywell, you’ll be instrumental in elevating the experience for our Aircraft on Ground (AOG) customers. The role requires close collaboration with cross‑functional teams and senior leadership to pinpoint improvement opportunities and drive strategic initiatives that enhance our customer experience.

You will report directly to the Sr. Customer Experience Manager and work out of our Phoenix, AZ location on a hybrid schedule following the completion of training. Training will be held Monday through Friday, 8:00 am to 5:00 pm for the first 90 days. Upon completion, the shift schedule will transition to a 3rd shift, 4‑day 10‑hour schedule beginning at 8:00 pm and ending at 6:00 am, Wednesday to Saturday (schedule subject to change).

Responsibilities

• Customer Engagement & Case Management
• Serve as the primary point of contact for AOG customers via phone, email, and portal.
• Receive, research, and resolve urgent inquiries, complaints, and service requests related to grounded aircraft.
• Maintain clear, timely communication with customers regarding order status, delivery timelines, and resolution steps.
• Collaborate with internal teams (logistics, inventory, warranty, and engineering) to expedite part fulfillment and service delivery.
• Leverage integrated dashboards and AI‑powered tools to validate inquiries, extract data, and identify optimal fulfillment paths.
• Participate in continuous improvement initiatives, including feedback loops from customer surveys and internal tier reviews.
• Ensure accurate billing, warranty validation, and waybill tracking for all AOG transactions.
• Coordinate with AOG leaders, process experts, and global support agents to meet KPIs such as fulfillment speed, customer satisfaction, and case closure rates.

Must Have

• Minimum 4 years of experience in a high‑volume customer support or call center environment.

We Value

• Proven ability to de‑escalate complex customer situations with professionalism, empathy, and urgency.
• Proficiency in CRM systems, case management platforms, and data analysis tools to track performance and customer satisfaction.
• Experience in customer experience management, with a focus on service recovery and loyalty‑building.
• Strong analytical and problem‑solving skills to resolve time‑sensitive AOG inquiries and service disruptions.
• Strong leadership and team coordination skills, especially in dynamic, multi‑shift environments.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and calmly to diverse audiences.
• Experience with Salesforce, SAP, ERP and telephony systems.

Benefits

In addition to a competitive salary, Honeywell employees are eligible for a comprehensive benefits package that includes employer‑subsidized Medical, Dental, Vision, and Life Insurance; Short‑Term and Long‑Term Disability; 401(k) match; Flexible Spending Accounts; Health Savings Accounts; Employee Assistance Program; and Educational Assistance; Parental Leave; Paid Time Off for vacation, personal business, sick time, and parental leave; and 12 paid holidays.

Candidate Requirements

Due to compliance with U.S. export control laws and regulations, a candidate must be a U.S. citizen, U.S. permanent resident, or have asylum or refugee status in the U.S.