Customer Service Professional II

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.

QUALIFICATIONS

• Higher Secondary Education (High School Diploma)
• 1+ year of customer service or sales experience.
• Demonstrated ability to respond appropriately to customer needs.
• Demonstrated ability to successfully multi-task.
• Demonstrated ability to work effectively with a diverse team.

Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $43,000 - $48,000. USD and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 5% of the base salary.
This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday and personal days (totaling 12 days) and sick time off (72 hours).
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