Customer Experience Specialist delivering white - glove banking, credit, and payments support. Investigating complex fintech issues and coordinating compliance, risk, engineering, and underwriting resolutions.
About the role
- Customer support operations professional driving SPOT quoting, delivery, billing, and reporting. Supporting Honeywell’s building automation products, software, and services across customer service operations.
Responsibilities
- Report directly to the Sr Customer Support Management Supervisor
- Drive SPOT (Service Performed One Time) growth through quoting, delivery, billing, and reporting processes for Reactive Quoted Work (RQ)
- Interact daily with Field Service Professionals, Field Service Supervisors, Sales Business Leaders, Regional General Managers, customers, and suppliers
- Support proposal generation for medium-high complexity opportunities
- Obtain parts, subcontractor, and special pricing
- Create SPOT quotes in Salesforce and CPQ and prepare estimates for approval
- Generate, send, and follow up on proposals
- Manage the RQ pipeline and customer follow-up
- Set up customers and verify information in SAP and/or Salesforce
- Book RQ work, ensure documentation, generate work orders, and coordinate dispatch
- Communicate work order information and schedules to field staff and customers
- Order and coordinate job materials; issue purchase orders and schedule subcontractors
- Track open RQs, scheduling delays, and invoicing activity in Salesforce
- Coordinate progress billing and ensure field work completion
- Verify work-order closure and Salesforce export
- Process job costs, monitor billing, send invoices, and follow up on paperwork and customer satisfaction
- Support cash collection on disputes
- Review weekly RQ and pipeline reports, assist with forecasting, monitor costs, and escalate variances
- Promote CPQ and CPQ mobile adoption and support work-digitization initiatives
Requirements
- Completed post secondary education
- 3 years of relevant experience in a customer support centric role within a sales, account management, estimation, project management or other relevant fields
- Bachelor's degree highly valued
- Excellent computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint)
- Experience with SAP, Salesforce or similar software
- Good written and oral communication with strong attention to detail
- Basic project management skills, including task prioritization, scheduling, cost management, and reporting
- Ability to follow instructions and identify opportunities for improvement
- Previous industry experience
- Previous technical/installation experience, including product knowledge and estimation skills
- Previous customer service experience
- Good presentation skills
- Internal sales or account management experience
Benefits
- Benefits – Medical, Vision, Dental, Mental Health
- Paid Vacation
- Retirement Benefits (as per regional policy)
- Career Growth
- Professional Development
Job title
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Experience level
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Degree requirement
No Education Requirement
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