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 such topics as My Home, invoicing, label and inspection, etc., 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, etc., using the Customer Relationship Management (CRM) system.
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 ULs service to the customer.
Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
Performs other duties as required.
Qualifications
Education at degree level or equivalent work experience. 2+ years work experience.
Minimum one (1) year of experience in customer service or the contact center industry, preferably in a high-volume customer service environment.
Experience interfacing with global customers.
Exceptional customer focus with strong attention to detail, relationship-building skills, and a do whatever it takes attitude.
Experience working to solve problems effectively.
Strong communication skills, both written and verbal.
Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
