Service Manager

US-IL-Chicago
Job ID
2017-6781
# of Openings
2
Job Category
Customer Service/Support

Overview

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Contribute to a Safer, More 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

The prime goal of this position is to ensure that all aspects of the service that clients receive from UL is managed to the standard we aspire to. Achieving this will involve managing support enquiries and small project requests from customers as well as being the main internal point of contact for any queries the customer may have. An effective Service Manager will continually identify better ways of providing good service, including preventative measures for issues and improvements to communications and processes.

 

Prepare stats and analysis reports for individual or groups of customers as required to show, periodic reviews of system usage, reviewing service requirements and performance against SLAs.

 

Provide proactive and continual recommendations for system enhancements in order to maintain and develop engagement of the application and satisfaction with the product. review of system usage and engagement to produce suggestions on changes and improvements, trending information and to manage / monitor support usage. 

 

Prepare billing reports and resolve invoicing queries in liaison with the Commercial Account Management and Finance teams.

 

Work in close liaison with the Commercial Account Managers and other internal stakeholders to ensure they are always fully briefed on the activity of the customers within their remit.

 

Key Tasks and Deliverables

  • Communicate professionally and courteously with customers by telephone, email, letter and face to face
  • Receive, manage, and own the resolution of customer issues, which may be complex or long-standing problems
  • Approve client spend against their budget for day rate work
  • Analyze statistics or other data to determine the level of customer service being provided
  • Continually look for opportunities to develop customer service procedures, policies and standards
  • Prepare billing reports and resolve invoicing queries in liaison with the Sales team
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Provide help and support to customers, creating a positive experience throughout and meeting agreed service levels

Qualifications

Education and Experience

  • Relevant degree desirable
  • Customer service experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in CRM systems
  • Proficiency in MS Office applications

Key Competencies

  • Advanced written and oral communication skills
  • Strong customer service ethic
  • Strong problem analysis, problem-solving and process improvement ability
  • Advanced planning and organising skills
  • Initiative
  • Flexibility
  • High stress tolerance

 

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