Customer Service Group Leader

Location US-IL-Northbrook
Job ID
# of Openings
Job Category
Customer Service/Support


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.


The Customer Service Group Leader will:


Develops, coordinates and maintains relationships for designated customer accounts. Manages the customer relationship by coordinating customer leads as well as all customer service processes for customer accounts. Assists in creating escalation criteria for customer service positions. Monitors customer feedback, usage pattern and transaction data. Leads a team of customer service staff. Position only to be used for smaller start up operational affiliates.



  • Negotiates the resolution of sensitive administrative or review issues for designated customer accounts. Acts as “escalation desk” for complex customer issues.
  • Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc. and manages customer opportunities such as new sales, determining if lead should be pursued, etc.
  • Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.
  • Manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
  • Performs other duties as directed.


Associates Degree required,  Bachelor's degree preferred plus three years of experience in a customer service and/or account development role.


At least one year demonstrating leadership capabilities such as: Demonstrated ability tomentor/train others. Has acted as a "go-to" or subject matter expert within their functional area. Has led a project team to accomplish a stated objective.


Must have high energry and the ability to engage and motivate team.


Ability to function in a fast paced, high volume environment.


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