• Customer Service Account Specialist

    Location US-NY-Latham
    Job ID
    2018-11262
    # of Openings
    1
    Job Category
    Customer Service/Support
  • Overview

    Contribute to a safer, secure and more sustainable World! At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.

    Responsibilities

    As part of a unified team consisting of Customer Service, Sales, and Operations, Customer Account Coordinators support and enhance the overall UL experience for internal and external customers. Customer Account Coordinators comprise the team responsible for life-cycle management of identified critical and/or multi-service projects or customers.

     

    • Contacts customer after quote delivery to gather necessary “ready to go” items and general follow up to support the project.
    • Proactively manages specifically designated projects consistent with each customer’s expectations. Includes meeting with internal staff and the customer to ensure seamless execution of the project, providing regular status updates (including failures) during all phases of the project life cycle, and resolving problems in an expedient, professional and courteous manner.
    • Actively coordinates with all facets of the organization to resolve complex customer issues, including complaints, invoice issues, open follow-up items, etc. Keeps the involved organizational elements current on the project status.
    • Actively participates in teams to continuously improve and drive quality into ULs service to the customer.
    • Apply general account and subscription principles/standards and auditing standards and procedures.
    • Provide technical account expertise to program teams ensuring timely resolution of client opportunities.
    • Evaluate complex customer contacts to determine appropriate treatment.
    • Partner with product teams to proactively identify, communicate, and resolve client subscription issues.
    • Evaluate complex and/or high volumes of data to develop conclusions.
    • Proactively identify and communicate accounting changes that impact UL.
    • Work with Client Support and Product Teams to assess, implement and monitor UL's adoption of new accounts and related subscriptions.
    • Support on-going maintenance and enhancement of UL’s accounting policies and procedures.
    • Communicate effectively both orally and in writing, including preparing comprehensive, clear and concise analytical reports and presentations.
    • Analyze situations accurately and adopt an effective course of action.
    • Make sound decisions and recommendations in regard to UL’s account and subscription activities.
    • Establish and maintain effective working client relationships.
    • Work independently with limited supervision in a fast paced environment.

     

    Qualifications

    • Higher Secondary Education (High school diploma) or equivalent; some University education desired, plus generally five years of Customer Service experience.
    • Subscription program experience required.
    • Understanding of accounting systems, applications, directives and procedures a must.
    • Experience Supply Chain lifecycle and maintaining outstanding client relationships
    • Principles of subscription management, methods, and procedures.
    • Ability to communicate effectively and professionally via all mediums (email/phone/etc.) with our internal and external clients
    • Demonstrated experience managing multiple projects and tasks successfully.
    • Excellent problem solving and negotiation skills to resolve complex problems forcustomers.
    • Demonstrated ability to work effectively as part of a diverse team.

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