Responsibilities
•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 obtains 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 UL's service to the customer.
•Reads and follows the Underwriters Laboratories Code of Conduct and follows all physical and digital security practices.
•Performs other duties as required.
Requirements
•Higher Secondary Education (High School Diploma) and generally one year of customer service or sales experience.
•Demonstrated ability to respond appropriately to customer needs.
•Demonstrated ability to successfully multi-task.
•Fluent in Canadian French required.
•Demonstrated ability to work effectively with a diverse team.
This is a hybrid role with expectations of 3 days in the office.
What we offer
•Total Rewards: compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $39,000 to $48,000 CAD, 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.
•Health benefits including dental and vision; wellness benefits such as mental and financial health; and retirement savings commensurate with the standard rewards offered in Canada.
•Full-time employees receive paid time off including vacation (15 days), statutory holidays and 3 personal days, and sick time off (80 hours).
