Customer Service Professional I

Location US-NY-Latham
Job ID
2022-29998
# of Openings
1
Job Category
Customer Service/Support

 

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At UL, we know why we come to work.

Thousands of us around the world wake up every day with a common purpose: to make the world a safer, more secure and sustainable place. Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence. UL stands at the forefront of technological advancement, and we are continually challenged to find new ways to foster innovation and positive change. Satisfying? Yes. Exciting? Absolutely!

What you’ll learn & achieve:

Manage the customer relationship by coordinating customer leads as well as all customer service processes for customer accounts. Assist in creating service positions. Monitor customer feedback, usage patterns, and transaction data. Position only to be used for smaller start-up operational affiliates.

  • Use skills and knowledge to resolve complex customer relationship management issues that are escalated from all customer segments
  • Receive inquiries from customers from various sources (phone and email), answer questions and/or resolve individual problems promptly
  • Coordinate and develop customer relationships by handling customer inquiries on such topics as My Home, invoicing, label and inspection, etc., open new projects and support smooth communication between customers and UL departments
  • Collect customer product information, identify the industry that will perform work and communicate completion time commitments.
  • Prioritize customer needs, determine any special requirements and obtain required information and sample to open the project
  • Organize customer information by classifying and segmenting the customer, entering new or updated information into a database, etc., using the Customer Relationship Management (CRM) system
  • Provide support for non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information.
  • Assemble all required reports and documents to be sent to the client in a complete package, measure and monitor customer satisfaction through customer satisfaction reviews, follow up on concerns, inform the customer of the certification and close the project
  • Actively participate in teams to continuously improve and drive quality into UL's service to the customer
  • Proactively suggest improvements

What makes you a great fit:

  • 2+ years of Customer Service or Sales experience
  • Proven ability to respond appropriately to customer needs
  • Demonstrated ability to successfully multi-task
  • Demonstrated ability to work effectively with a diverse team.
  • Bilingual preferred
  • High School diploma or equivalent

UL has COVID-19 protocols and policies in place to ensure the safety of our employees, customers and clients. Effective November 1, 2021, the company mandates that employees are vaccinated against COVID-19 as a condition of employment (except where prohibited by law), subject to reasonable accommodation as required by law.

What you’ll experience working at UL:

Mission: For UL, corporate and social responsibility isn’t new.  Making the world a safer, more secure and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.

People: Ask any UL employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at UL.  We’re able to deliver the best because we employ the best.

Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers’ create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles,  you will get international experience working with colleagues around the world.

Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.

Total Rewards: All employees at UL are eligible for bonus compensation. UL offers a generous 401k matching structure of up to 5% of eligible pay. Additionally, we invest an additional 4% into your retirement saving fund after your first year of continuous employment. We provide Healthcare Reimbursement Accounts and Health Savings Accounts that UL contributes to twice per year! Depending on your role, you can work with your manager on flexible working arrangements. We also provide employees with paid time off including vacation, holiday, sick and volunteer time off.

Learn More:

Working at UL is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns. This is our every day. This is our normal.  

 

Curious? To learn more about us and the work we do, visit UL.com. 

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If you wish to request reasonable accommodation at any time, please email our Talent Acquisition team at Talent.Acquisition@ul.com.

UL is an Equal Opportunity Employer: Female/Minority/disability/Protected Veteran/Sexual Orientation/Gender Identity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. If you'd like more information about your EEO rights as an applicant under the law, please review the EEO is the Law and EEO is the Law Supplement.

Please review the following additional documents:

UL EEO Policy

Pay Transparency Statement

E-Verify Poster (English)

Right to Work Poster (English)