Customer Service Executive

Customer Service Professional II

• 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.

• 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) 

Experience Level

Mid Level