Rockwell Collins Senior Customer Service Associate in Annapolis, Maryland

Requisition ID: 10667

Want to work with some of the most talented, dedicated people on the planet? Do you value relationships, commitment, innovation and integrity? Want to be a part of a company that has been named numerous times as America's Best Employer in Aerospace and Defense by Forbes magazine?

Then Rockwell Collins is the place for you. Join our team and build a rewarding career while helping to deliver the most trusted source of aviation and high-integrity solutions in the world.

We are currently searching for a Senior Customer Service Associate to join our team in Annapolis, MD (IMS INC) (5010). Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Rockwell Collins as the place to build a rewarding career, while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It's an exciting time to become a part of our team. Join us and discover how high your career can soar at Rockwell Collins.

Job Responsibilities

The selected candidate will:

  • Handle incoming calls and ascertain if the call is of a customer service or technical nature.

  • Open call and trouble tickets in our ticketing system database for all incoming inquiries.

  • Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.

  • Track open trouble tickets to resolution.

  • Interface with Operations Center personnel customers technicians and management.

  • Use ping commands to verify connectivity of airport equipment.

  • Troubleshoot/configure airport devices used for the management of air passenger baggage.

The successful candidate must:

  • Demonstrate strong customer service and communications skills – both written and verbal good computer skills good problem solving skills good multi-tasking skills and ability to work independently.

  • Demonstrate basic understanding of digital communications and network environment

  • Demonstrate strong analytical and effective problem solving skills

  • Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.

* This position is considered essential personnel*

Basic Qualifications

  • One or more years of customer service experience.

  • Excellent customer service skills, outstanding phone skills, good typing skills.

  • Basic knowledge of MS Windows and Office applications.

  • Ability to work in a 24x7 Operational Environment.

  • Basic knowledge of digital communication and network environment

  • Strong analytical and effective problem solving skills.

Education Requirement:

  • Requires a High School degree or equivalent.

  • Possessing an Associate’s degree is preferred.

Desired Experience:

  • Familiarity with airline/airport operations, terminology and culture

  • Familiarity of digital communication and network environment

At Rockwell Collins, we believe a solid work-life balance creates a healthy lifestyle and inspires creativity and innovation. We value our people and invest in their development, growth and success at our company by providing development opportunities through Rockwell Collins University, networking, mentoring, and tuition reimbursement.

And that's just for starters.

Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance

  • Three weeks of vacation for newly hired employees

  • Company-paid winter holiday shutdown for most locations

  • Generous 401(k) plan that matches 62.5 percent of the first 8 percent of eligible compensation you contribute (or 5 percent if you save 8 percent)

  • An Incentive Pay Plan based upon company performance

  • Tuition reimbursement

  • And more

Interested yet? Apply now and embark on your next worthwhile adventure!

Rockwell Collins is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, protected veteran status or any other protected status.