Customer Service Professional II

US-NY-Latham
Job ID
2017-7571
# of Openings
1
Job Category
Customer Service/Support

Overview

Other companies make products. We make a difference!  

 

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

When our customers have questions or issues, WERCSmart’s Customer Support team is available to provide exceptional support and service to a wide variety of professional customers. Assisting our customers with the use of the product registration tool, WERCSmart, and meeting our retail customer regulatory requirements, in a timely, efficient, and friendly manner is key to our success.

 

You’ll need to be able to troubleshoot software issues and understand the product registration process for a wide variety of product types. Bringing your best, every day, is expected. The ability to thrive in a fast-paced and ever-changing environment is paramount. Having the capability of being flexible and going from one task to another in a fast-paced environment is essential. You need a knack for communication and are able to explain complex matters in easy-to-understand ways. You must understand that every interaction you have, internally and externally, builds customer loyalty and trust.

 

Customer interactions are performed through tickets. Tickets may consist of recorded telephone conversations, screen-sharing, chat session, or emails. First Customer Resolution is key to success. Performance measurements are based on departmental goals and customer satisfaction ratings.

  • Supports and enhances the overall UL experience for internal and external customers.
  • Provides general customer service and administrative support for the complete order-cycle.
  • Responds to general non-technical requests from customers.

  • Receives inquiries from customers from various sources (phone and email), answers questions and/or resolves individual problems.
  • Coordinates and develops customer relationships by handling customer inquiries on various topics, opening new projects and supporting a smooth communication between customers and UL departments.
  • Collects customer product information, identifies the industry that will perform work, and communicates completion time commitments.
  • Prioritizes customer needs, determines any special requirements, and obtain required information and samples to open the project.
  • Organizes customer information by classifying and segmenting the customer, entering new or updated information into database.
  • Provides support for non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information.
  • Assembles all required reports and documents to be sent to the client in a complete package, measures and monitors customer satisfaction through customer satisfaction reviews, follows up on concerns, informs customer of the certification, and closes the project.
  • Actively participates in teams to continuously improve and drive quality into UL's service to the customer.
  • Performs other duties as required.

With your experience on the WERCSmart team, you may be called upon to also work on product and process improvements. Being a positive impact on the overall team is crucial to success of yourself, the product, and the organization.

 

Qualifications

Higher Secondary Education (High School Diploma) and generally one year of customerservice or sales experience.

 

Demonstrated ability to respond appropriately to customer needs.

 

Demonstrated ability to successfully multi-task.

 

Demonstrated ability to work effectively with a diverse team.

 

Willingness to work beyond scheduled hours when needed (may include weekends and/or evenings)

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