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


  • 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


  • Experience using, 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

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Sr. Customer Experience Specialist