Honeywell Senior Customer Experience Specialist 

United States 

52569388

Make the Best You.

office. Reporting to the , your focus will be o

Key Responsibilities:

• Taking customer service calls and emails (heating, ventilation, air conditioning, fire& alarm systems, cyber-security incidents, alarm monitoring, Vector customers, Instant Alert, TAC); Logging issues in Honeywell ticketing systems and/or customer platforms– depending on the issues specificity (raise service work order) after checking contract details and entitlements.
• Checking the availability of field service professionals, calling the appropriate person to go to the customer site and dispatching the service work order.
• Taking customer calls and emails, identifying the right distribution/forwarding channel for materials and/or inquiries and communicating the information to the right departments when needed (Services, Projects, Field engineering, Working Capital);
• Following up on work orders in order to get the issue fixed within the agreed SLA and updates the new status until the problem has been solved

Key Experience & Capabilities:

• Performing daily activities related to the areas of responsibility at a performance level set up and periodically monitored through internal management tools ( eg Tier / Weekly / Monthly )Work effectively with customers and internal sales team
• Clarify customer needs, meet or exceed the need and take responsibility for action
• Minimum 1 year experience in customer support and willingness to learn.
• Flexibility to work in shifts including night shifts, public holidays as per rostering calendar.
  

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• JOB ID: HRD226364
• Category: Customer Experience
• Location: 2 Richardson Place,North Ryde,NEW SOUTH WALES,2113,Australia
• Nonexempt