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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

• SAP experience

Qualifications We Prefer:

• Manufacturing experience

• Proficiency with MS Office

• 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 insurance, critical illness insurance, 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 don’t just get people from point A to point B. We’re committed to making air travel more comfortable, connected and secure. As a leader in aviation interior products and services, we’re 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, we’re 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 that’s redefining aerospace, every day.

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 57,200 USD - 108,800 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 candidate’s 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 company’s 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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