• Customer Advocate

    Location US-IL-Northbrook
    Job ID
    2018-9841
    # of Openings
    1
    Job Category
    Customer Service/Support
  • Overview

    UL is seeking a Customer Advocate to join our team in Northbrook, IL!

     

    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 Customer Advocate mobilizes resources across all 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. Addresses open-ended comments submitted through the Customer Experience Survey (CES) as well as all formalized complaints. Partners with various Business Unit & Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers.

     

    JOB RESPONSIBILITIES:

     

    1. Acts 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.
    2. Responds 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.
    3. Documents customer feedback, root cause, preventative actions, and corrective actions in the Customer Advocacy SharePoint log.
    4. Investigates and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with.
    5. Collaborates 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.
    6. Communicates customer feedback to management and staff.
    7. Interacts with individual operating units and regional general managers to obtain feedback, recommend customer responsiveness initiatives, and implement recommendations for improvement.
    8. Develops monthly and quarterly management reports for the Divisions/Regions supported and ad hoc reporting as requested.
    9. Participates in accreditation audits to demonstrate UL’s compliance with the Customer Complaint Handling SOP.

    Qualifications

    • At least 5 years of experience in a customer focused position and a Bachelor’s degree in Business Administration or similar.
    • 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, invoicing, and ongoing customer maintenance.
    • Fluent in English.

    #CB

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