JOB FAMILY: Customer Support
JOB SUB-FAMILY: Customer Service
Job Level: A
JOB FUNCTION:
At UL, customers are core, and as a result, all responsibilities will center around improving the
customer experience. In the role of Associate Customer Service Representative, you will serve as
the link between UL Solutions software products and the customer, operating as the face of our
company. This position directly impacts customers’ lifetime happiness and retention. You will
provide distinctive service and product assistance to help our customers run a better business using
our software. This position reports to the Customer Service Supervisor.
Responsibilities
- Help Desk and Troubleshooting:
- Engage with customers through multiple channels, such as email, phone, and chat to manage customer relationships and to ensure execution of customer
requests
- Provide assistance to existing customers at critical times of the year. May support
multiple products and technology.
- Identify and clarify issues while working collaboratively with customers to achieve
prompt resolution
- Provide accurate, valid, and complete information using the right processes and
tools
- Handle customer complaints, provide appropriate solutions and alternatives within
time limits; follow-up to ensure resolution
- Keep records of customer interactions and documents
- Collaboration:
- Collaborate with other team members to provide insight and guidance
- Assist new team members
- Participate in brainstorming sessions and contribute with creative ideas
- Other responsibilities:
- Provide training to customers on existing functionality
- Perform additional duties as needed
- Meet personal and team performance targets
Qualifications
HIRE-IN:
- Education at degree level or equivalent work experience. 2+ years' work experience.
- Minimum one (1) year of experience in software help desk, customer service, or contact
center industry.
- Experience interfacing with external (and global) customers.
- Exceptional customer focus, relationship-building skills and a “do whatever it takes”
attitude.
- Experience working to effectively solve problems.
- Ability to learn new technologies while maintaining high levels of performance in a highpressure environment.
- Strong communication skills, both written and verbal.
- Strong curiosity and desire to learn.
- Fluent English is essential and additional languages beneficial (e.g. German, French,
Spanish, Japanese, Chinese)
- Change mindset: contribute to and actively participate in change initiatives, offer ideas for
continuous improvement; high degree of adaptability to change.
Preferred Skills:
- Previous experience working in a global team with a distributed workforce is desirable.
- Industry knowledge in Product and Chemical Compliance, Health, Learning, Life Sciences,
Sustainability and/or Renewables is a plus.
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
When you combine the gravitas of a 130-year-old safety science leader with a culture of innovation that pushes the boundaries in new services and technology, you get UL Solutions. As a global team of business and engineering experts, we develop software for a huge range of industries, including medical, sustainability, renewable energy and healthy buildings. Together, we’re dedicated to making a real-world difference, to using our knowledge for good and to pioneering positive change. Join our team and use your expertise to transform global safety, security and sustainability. Associate Customer Service Representative
