Customer Service Professional III

Job Description

We are seeking a Customer Service Representative to support customers throughout the testing and certification process. This role serves as the primary point of contact for customers from the moment they learn they need testing services until they receive their completed reports. The Customer Service Representative will guide customers through onboarding, collect required documentation, coordinate project setup activities, answer questions, and facilitate communication between customers and internal UL Solutions teams.

This position requires strong communication skills, attention to detail, and the ability to manage multiple customer requests in a fast-paced environment. This is a highly customer-focused role involving frequent interaction through phone calls, emails, and customer management systems. Success in this position requires responsiveness, organization, and a commitment to delivering an exceptional customer experience. This is an onsite position located in Lowell, Arkansas.

The expectation is that employees work onsite during standard business hours.

Customer Support & Relationship Management

• Serve as a primary point of contact for customers throughout the testing and certification process.
• Respond to customer inquiries received through phone calls, email, and other communication channels.
• Educate customers on onboarding requirements, testing processes, and required documentation.
• Build positive customer relationships by providing timely, professional, and accurate support.
• Proactively communicate project updates, requirements, and next steps to customers.

Project Coordination & Administration

• Collect and review customer documentation required to initiate test projects.
• Open new projects and ensure all necessary customer information is accurately entered into company systems.
• Coordinate communication between customers and internal departments to support project completion.
• Track project progress and assist customers with documentation, invoicing, labeling, inspection, and service-related questions.
• Identify customer priorities and determine any special requirements needed for project initiation.

Customer Data & System Management

• Maintain accurate customer records within CRM and business systems.
• Enter new customer information and update existing records as needed.
• Organize and manage customer data to support efficient project execution and customer service activities.
• Utilize Salesforce-based customer management tools and internal systems to track activities and communications.

Service Resolution & Customer Experience

• Address non-technical customer inquiries, including billing questions, service requests, and general program information.
• Escalate issues when appropriate and follow through to ensure satisfactory resolution.
• Help create a positive customer experience throughout the customer journey.
• Support continuous improvement efforts related to customer communication and service delivery.

Required Qualifications

• High School Diploma or equivalent.
• Minimum of one year of customer service, administrative support, logistics coordination, or related experience.
• Strong verbal and written communication skills.
• Experience managing multiple priorities in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Ability to provide professional customer service over phone and email.
• Strong computer skills, including experience with Microsoft Office applications.
• Ability to learn new systems, processes, and technical information through on-the-job training.

Preferred Qualifications

• Experience in customer service, logistics, project coordination, or customer support environments.
• Experience using CRM, ticketing, queue management, or case management systems.
• Familiarity with Salesforce or Salesforce-based platforms.
• Experience supporting customers through process-driven or service-related workflows.
• Ability to build positive relationships with internal and external stakeholders.
• Experience working in environments requiring high volumes of customer communication.

Ideal Candidate The ideal candidate is customer-focused, highly organized, and comfortable working…