Customer Service Professional II

UL Solutions External Career Site; Vancouver (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

UL Solutions is seeking a customer service representation to handle inquiries via phone and email, resolve issues, and coordinate smooth communication between customers and UL departments.

You will organize customer information, open new projects, and ensure timely completion while maintaining high levels of customer satisfaction.

Qualifications

• Experience in handling customer inquiries via multiple channels (phone, email).
• Ability to classify and segment customer information in databases.

Responsibilities

• Answer customer questions and resolve problems via phone and email.
• Coordinate and develop customer relationships; open new projects and coordinate with UL departments.
• Collect and enter customer information, track time commitments and project status.
• Prepare reports and documents for clients; monitor customer satisfaction and follow up on concerns.
• Follow UL Code of Conduct and security practices; participate in quality improvement initiatives.

Skills

Customer service

Communication

CRM systems

Tools

CRM system

Job description

• 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.