- 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
- 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)
Skills Required
- Education at degree level or equivalent work experience (2+ years)
- Minimum one (1) year of customer service or contact center experience
- Experience interfacing with global customers
- Experience with Customer Relationship Management (CRM) systems
- Exceptional customer focus, attention to detail, and relationship-building skills
- Strong written and verbal communication skills; fluent English
- Experience in a high-volume customer service environment
- Additional language skills (German, French, Spanish, Japanese, Chinese)
What the Team is Saying
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UL Solutions Compensation & Benefits Highlights
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Retirement Support — The 401(k) program is portrayed as strong, with a notable employer match and an additional company contribution after the first year that enhances long‑term savings. This structure is consistently highlighted as a differentiator in the total rewards mix.
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Healthcare Strength — Medical coverage is characterized by multiple plan options administered by a major carrier and a substantial employer cost share, alongside dental, vision, and mental‑health/EAP resources. The breadth of choices and supportive programs underscore a comprehensive health offering.
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Leave & Time Off Breadth — PTO with sick time, floating holidays, and dedicated paid volunteer days are emphasized, along with paid parental bonding and family‑care leave. Flexible work arrangements by role further increase the practical utility of time‑off benefits.
UL Solutions Insights
What We Do
A global leader in applied safety science, UL Solutions transforms safety, security and sustainability challenges into opportunities for customers in more than 100 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 Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect 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.
Why Work With Us
Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence.
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UL Solutions Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Depending on the role we offer hybrid or remote opportunities.
