Customer Service Analyst (onsite)

Date Posted:

Country:

United States of America

Location:

HKS31: US041-Lenexa KS 15701 W 95th Street Lenexa KS 66219 USA

Position Role Type:

Onsite

U.S. Citizen U.S. Person or Immigration Status Requirements:

U.S. citizenship is required as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance:

None/Not Required

This position is for an established professional in Customer Service who works under general supervision in responding to customer calls. Resolves moderately complex inquiries collects and analyzes customer data to determine customer trends and makes recommendations further update of procedures to improve Customer Service processes. Escalates complex issues to management.

What You Will Do:

• Confers with customers who contacts the organization by telephone or electronically provides information about organization products or services discusses customer accounts and obtains and addresses customer complaints.

• Uses organization and product knowledge to address more difficult inquiries and provide follow up.

• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel as needed.

• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers satisfactions are met.

• Collects and consolidates information regarding customer interactions and transactions analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.

• Confers with production sales shipping warehouse or other personnel to expedite or trace shipments.

• May promote various products/services to ensure business targets are met.

• May provide after-sales support for various client contracts.

• Performs duties related to overall customer service.

• Provides support to sales team with regard to customer concerns.

• Coordinates with sales reps to identify inside sales opportunities.

• Serves as customer interface on product status and delivery.

• May manage or work in call center for customer support.

• Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers.

• Consistently documents customer service needs to identify patterns and maintain quality.

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and less than 2 years prior to relevant experience.

• Customer engagement experience

Qualifications We Prefer:

• Manufacturing experience

• Proficiency with MS Office

• SAP experience

• Experience de-escalating customer issues

What We Offer

Some of our competitive benefits package includes:

• Medical dental and vision insurance

• Three weeks of vacation for newly hired employees

• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution including a Lifetime Income Strategy option

• Tuition reimbursement program

• Student Loan Repayment Program

• Life insurance and disability coverage

• Optional coverages you can buy pet insurance home and auto insurance additional life and accident insurancecritical illnessinsurance group legal ID theft protection

• Birth adoption parental leave benefits

• Ovia Health fertility and family planning

• Adoption Assistance

• Autism Benefit

• Employee Assistance Plan including up to 10 free counseling sessions

• Healthy You Incentives wellness rewards program

• Doctor on Demand virtual doctor visits

• Bright Horizons child and elder care services

• Teladoc Medical Experts second opinion program

• And more!

At Collins Aerospace our Interiors team is focused on innovation safety and cost efficiency. But we dont just get people from point A to point B. Were committed to making air travel more comfortable connected and secure. As a leader in aviation interior products and services were helping airlines and original equipment manufacturers create a positive experience for their customers. With offices and manufacturing facilities in more than 12 states across the U.S. and more than 10 countries around the globe were changing the game of aircraft interiors. Are you ready to join our team

*Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

• Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees as they are essential to the development of our products.

At Collins the paths we pave together lead to limitless possibility. And the bonds we form with our customers and with each other -- propel us all higher again and again. Apply now and be part of the team thats redefining aerospace every day.

The salary range for this role is 55000 USD - 107000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer including but not limited to the role function and associated responsibilities a candidates work experience location education/training and key skills.

Hired applicants may be eligible for benefits including but not limited to medical dental vision life insurance short-term disability long-term disability 401(k) match flexible spending accounts flexible work schedules employee assistance program Employee Scholar Program parental leave paid time off and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including but not limited to individual performance business unit performance and/or the companys performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.

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