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At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Senior Customer Service Coach, you will be responsible for providing guidance to Customer Service agents, help improve agent performance, and enhance customer experience quality. You will spend time one-on-one with agents or in group sessions, offering guidance, feedback, examples, and best practices across multiple products. This position reports to the Customer Service Supervisor.

• Coaching:

o Provide guidance and support to agents via Teams channels, assisting them with queries for effective and efficient customer resolution

o Liaise with team leaders and managers to conduct on-the-job coaching and training

o Deliver ad-hoc training sessions to new and existing staff to further develop and improve performance

o Monitor customer interactions, provide constructive feedback and identify areas of strength and improvement

o Identify trends with customer queries or issues and suggest process improvements

o Keep up to date with product deliverables, best practices, and trends to ensure training materials remain relevant

• Collaboration:

o Collaborate with other team members to provide insight and guidance

o Collaborate with other departments such as accounting, legal, marketing, sales to ensure timely customer resolution

o Assist new and existing team members, providing feedback where necessary

o Participate in brainstorming sessions and contribute with creative ideas

• Other responsibilities:

o Perform additional duties as needed

o Meet personal and team performance targets

o Develop ideas for improved employee engagement, enhanced agent efficiency, and positive customer experiences

• Education at degree level or equivalent work experience. 5+ years professional work experience.

• Minimum four (4) years of experience in software help desk, customer care, training, onboarding, and/or leadership.

• Strong communication skills, with ability to speak in front of groups and one-to-one.

• Familiarity with contact center operations and best practices.

• Have a passion for teaching; a genuine interest in teaching and improving others’ performance

• Experience interfacing with external (and global) agents and customers.

• Exceptional customer focus, relationship-building skills and a “do whatever it takes” attitude.

• Ability to learn new technologies while maintaining high levels of performance in a high pressure environment.

• Strong curiosity and desire to learn.

• Fluent English

• 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.

What you’ll experience working for ULS

UL Solutions has been pioneering change since 1894 and we’re still leading the way. From day one, we’ve blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.

That’s where you come in — because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.

This is more than a job. It’s a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today — and tomorrow. As a member of our safety science community, you’ll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.

Everyone here is unique. But we’re also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.

Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future — one where everyone benefits.

Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit   UL.com

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UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:

Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.