Associate Customer Service Representative

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.

JOB RESPONSIBILITIES:

Help Desk and Troubleshooting:

1. Engage with customers through multiple channels, such as email, phone, chat, and sms to manage customer relationships and to ensure execution of customer requests
2. Provide assistance to existing customers at critical times of the year. May support multiple products and technology.
3. Identify and clarify issues while working collaboratively with customers to achieve prompt resolution
4. Provide accurate, valid, and complete information using the right processes and tools
5. Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow-up to ensure resolution
6. Keep records of customer interactions and documents

Collaboration:

1. Collaborate with other team members to provide insight and guidance
2. Assist new team members
3. Participate in brainstorming sessions and contribute with creative ideas

Other responsibilities:

1. Provide training to customers on existing functionality
2. Perform additional duties as needed
3. Meet personal and team performance targets

HIRE-IN:

1. Education at degree level or equivalent work experience. 2+ years' work experience.
2. Minimum one (1) year of experience in software help desk, customer service, or contact center industry.
3. Experience interfacing with external (and global) customers.
4. Exceptional customer focus, relationship-building skills and a “do whatever it takes” attitude.
5. Experience working to effectively solve problems.
6. Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment.
7. Strong communication skills, both written and verbal.
8. Strong curiosity and desire to learn.
9. Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
10. 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.