Sr. Customer Experience Specialist

Honeywell Phoenix , AZ 85002

Posted 2 months ago

Join a team recognized for leadership, innovation and diversity

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.

The Sr. Customer Service Assistant is the first escalation point for resolving customer issues, supporting the established business processes, and managing negotiated key processes for the larger Tier I team. The selected candidate would be responsible for handling customer contacts, managing customer escalations and negotiating support to the larger Tier I team. Approximately 50% of the allocated time in this position will be resolving initial customer contacts. The other 50% would be non-contact handling and would be supporting the larger team and key business processes. This position is as an individual contributor and will have no team reporting accountability.

Job Requirements:

  • Act as first line escalation for tier I calls and stay engaged until the customer issue is resolved

  • Manage workload with minimum supervision while displaying patience, sound judgment, and professionalism under pressure

  • Provide expert team guidance on established process, systems and tools

  • Provide coaching / mentoring support for larger team

  • Approximately 50% call handling and 50% team /infrastructure support

  • Support a global customer base while prioritizing critical issues to ensure customer requirements are met on time

  • Excellent call handling and email correspondent skills

  • Excellent customer support skills

  • Encompass ability to execute all negotiated deliverables with a high degree of accuracy

  • Develop proficiency in business systems and tools, including, SAP, SFDC, Confluence, Team Sites, AEPA, INDS Systems, etc.

  • Provide a low level of technical support for existing programs including INDS, NavDB, MSP and other service-related issues

  • Be comfortable working in a high paced, dynamic organization and comfortable working in a self-directed team

Other Responsibilities May Include:

  • Collaborate effectively with offshore Teams

  • Craft and analyze reports from key systems, including, SFDC, inContact and Confluence

  • Act as team focal to various business teams

  • Actively participate in team meetings, process improvement teams, and other activities as assigned.

  • Assist other service areas with EIS or daily support as needed

YOU MUST HAVE

  • Associates Degree or high school equivalent with 2 years customer service related experience

  • Minimum of 2 years experience with Microsoft Office (Outlook and Excel specifically)

  • Understanding and passion for customer service

  • Exceptional verbal and written communication skills

  • Flexible schedule - 24/7 operation. Candidate needs to be willing to negotiate and adjust work schedule to meet demand

WE VALUE

  • Experience using SalesForce.com, inContact and Confluence

  • Demonstrate strong analytical and problem-solving skills

  • Ability to work collaboratively with multiple Honeywell entities by developing and maintaining effective relationships

  • Demonstrate ability to work in an ever-changing environment

Additional Information

  • Category: Customer Experience

  • Location: 1944 E Sky Harbor Circle, Phoenix, AZ 85034 USA

  • Nonexempt


The Future is What We Make It


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Workplace Experience (Wx) Advisory Director / Sr Director

Avanade

Posted 6 days ago

VIEW JOBS 3/28/2020 12:00:00 AM 2020-06-26T00:00 Role: Workplace Experience (WX) Advisory Practice Level: Director / Senior Director Mobility: up to 100% What will your impact be? Avanade is a leading digital innovator. We have the agility and energy of a start-up, backed by the resources of Accenture, Microsoft, and the Center for Information Systems Research (CISR) at MIT Sloan School of Management. Here you will find a team of people who thrive on turning ideas and innovations into breakthrough results for leading companies around the world. Ultimately, we're not just making business better; we're making life better for our clients and their customers. We are looking for inspired business management and digital consultants with a passion for shaping, selling, and delivering transformational solutions that make a real difference for our clients, their employees, and their customers. Do you dream big and have the motivation to bring your ideas to life? Do you know what it means to "break the mold" and build something new? Are you inspired by the power of digital and the workplace of the future? If your answers are "Yes!" we want you to join our team! About the role By choosing to work with Avanade, you will be joining a leader in digital, workplace, and employee experience transformation. We are recognized for providing insightful Microsoft eco-system enabled solutions and applying innovative digital studio experiences to complex business problems. You will work in a fast-paced environment that is pioneering, collaborative and supportive of your personal and professional development. Our track record of commercial success and our growth ambition will provide you with a fantastic platform for your career. Your role will focus on growing a digitally enabled Workplace Experience (WX) transformation line of business spanning sales, delivery leadership and capability development. Your responsibilities You will focus on providing business management advisory and implementation insights and services to help clients realize meaningful business growth through workplace and employee experience transformation. You will work with account teams to shape, sell and oversee the delivery of propositions that address client challenges in the areas of employee experience strategy and transformation, employee analytics and insights, employee value proposition modernization, workforce transformation, culture change and physical workplace design. You will be passionate about: * Developing employee and team centric experiences (using data driven insights) that have parity with, or are better than, customer experiences to drive innovation, productivity improvement and retention of top talent at scale * Developing and evolving future focused workforce and organization transformation strategies propositions and solutions * Driving cultural and operating model change as part of the transition to a high-performing, employee-centric modern workplace As a Director / Senior Director you will: * Play a leading role in business development / sales activities by working closely with account and sales teams to ensure proposition and solution alignment, i.e. alignment across client expectations, contract, financials, solution and capability to deliver * Lead recruitment and talent development activities * Lead marketing and communications activities to help us grow our business * Manage significant Avanade partner relationships About you We are looking for candidates who have 6 to 10 years of relevant experience, and who can demonstrate skills and a successful track record in the following areas: * Extensive experience in leading the design and development of client workplace and employee experience strategies * Experience in providing best-in-class insights from a range of industry experience to help guide clients on how to evolve and develop their employee value proposition * Experience carrying and delivering a quota for selling large, integrated workplace / employee experience solutions, and the associated organizational/cultural change as a sales leader. Workplace solution experience should cover one or more of the following: o Digital platform to promote staff and supplier/partner engagement o Culture change centered on innovation and/or digital o Operating model and organization design o Workforce analytics and development of predictive models o Solutions for network enabled co-creation and innovation o Digitally enabled knowledge and expert connections o Task and/or process automation and augmentation o Hyper-personalized learning, goal planning and performance management * Experience with workforce, culture and operations assessments, and the development of actionable insights, to inform organizational change, covering people, processes and technology * Experience with defining high level enterprise digital (business and technology) architectures to support employee experience transformation strategy recommendations * Experience of shaping, selling and overseeing implementation of employee experience, organizational change and workforce transformation programs * Very strong, executive level communication skills (both written and verbal), and the ability to develop and mentor others * Ability to collaborate with technical resources to define solutions and the underpinning technical architecture. Familiarity with industry-recognized Agile-DevOps methodologies / frameworks You will have a bachelor's degree in a relevant field of study, or an equivalent combination of education and experience. An advanced degree or MBA is strongly preferred. Additional desirable experience includes * Developed and cultivated C-Level client relationships in HR, Technology and Line of Business domains * Deep industry knowledge covering two or more of the following: Banking, Insurance, Products, Retail, Energy, Utilities, Health and Public Sector * Experience in large-scale culture change initiatives in a corporate environment * Contributed to the design, assembly, pricing and delivery of workplace and HR transformation deals * Well-versed in new technology-enablement and transformation leadership to help clients assess, build, transform and operationalize new capabilities Avanade Phoenix AZ

Sr. Customer Experience Specialist

Honeywell