Customer Advocate

Location US-IL-Northbrook | US-WA-Vancouver
Job ID
2022-30452
# 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:

Mobilize resources across UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Address open-ended comments submitted through the Customer Experience Survey (CES) as well as all formalized complaints. Partner with various Business Unit & Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers

  • Act as the main point of contact for all customer complaints submitted through incoming calls, e-mails, and the internal online customer feedback form for various Divisions
  • Respond to customers who submit open-ended comments via the Customer Experience Survey (CES) within 48 hours of receipt of the comment. Proactively addresses the customer’s concerns
  • Document customer feedback, root cause, preventative actions, and corrective actions in the Customer Advocacy SharePoint log
  • Investigate and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with
  • Collaborate with region-based teams to service specific key client needs and/or industry needs, as agreed with the regional directors, general managers, and/or operating units
  • Communicate customer feedback to management and staff
  • Interact with individual operating units and regional general managers to obtain feedback, recommend customer responsiveness initiatives, and implement recommendations for improvement
  • Develop monthly and quarterly management reports for the Divisions/Regions supported and ad hoc reporting as requested
  • Participate in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP

What makes you a great fit:

  • 5+ years of experience in a customer focused position and a Bachelor’s degree in Business Administration or similar
  • Fluent in English with excellent professional writing skills
  • Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer responsiveness including issues related to certification testing, factory inspections, quality registration, legal matters and taxation.
  • 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.

 

  • Qualified internal candidates may be located in any UL office in Canada or U.S.

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)