Associate Customer Service Representative

JOB DESCRIPTION
At UL, the customer is our focus, and your role as an Associate Customer Service Representative will be central to enhancing their experience. Serving as the primary link between UL Solutions software and the customer, you will represent our company and directly influence customer satisfaction and retention. You'll deliver exceptional service and product support, helping customers optimize their business through our software. This role reports to the Customer Service Supervisor.
RESPONSIBILITIES
Help Desk and Troubleshooting:

• Engage with customers across various channels (email, phone, chat) to manage relationships and fulfill requests.
• Support customers during critical periods, potentially across multiple products and technologies.
• Identify, clarify, and resolve issues in collaboration with customers for timely solutions.
• Deliver accurate and complete information using appropriate tools and processes.
• Address customer complaints with effective solutions and follow up to ensure resolution.
• Maintain detailed records of customer interactions and documentation.

Collaboration:

• Work with team members to share insights and provide guidance.
• Assist with onboarding and training of new team members.
• Participate in brainstorming sessions, contributing creative ideas.

Other Responsibilities:

• Train customers on current functionalities.
• Take on additional tasks as required.
• Achieve personal and team performance goals.

QUALIFICATIONS

• Bachelor's degree or equivalent experience, with 2+ years of professional work experience.
• At least 1 year of experience in software help desk, customer service, or contact center environments.
• Preferred experience working within a global, distributed team.
• Knowledge in Product and Chemical Compliance, Health, Learning, Life Sciences, Sustainability, or Renewables is a plus.
• Proven ability to interface with global external customers.
• Strong customer focus, relationship-building skills, and a "can-do" attitude.
• Problem-solving experience in dynamic environments.
• Ability to quickly learn new technologies while maintaining high performance under pressure.
• Excellent written and verbal communication skills.
• Strong curiosity and eagerness to learn.
• Fluency in English required; additional languages are a plus.
• Open to change, actively participating in improvement initiatives, with high adaptability to evolving processes.

ABOUT US
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.