Customer Service Group Leader

JOB DESCRIPTION
Team Leadership & Operations

• Manage day-to-day workflow, ensuring tasks are assigned, tracked, and completed efficiently.
• Act as a point of escalation for complex customer issues, providing timely and effective resolutions.
• Conduct regular one-on-one meetings to support team development and engagement.

Performance & Development

• Define clear accountabilities and performance objectives for direct reports.
• Create and implement training plans, ensuring milestones are met and skills are continuously developed.
• Monitor KPIs and quality metrics, preparing reports and insights for leadership.

Customer Experience & Strategy

• Use CRM tools to manage leads, segment customers, and maintain accurate records.
• Measure and enhance customer satisfaction through reviews and feedback loops.
• Identify cross-selling opportunities and define project scopes tailored to customer needs.

Innovation & Collaboration

• Provide actionable insights and suggestions to improve processes and customer journeys.
• Support digital strategies and omni-channel service delivery (chat, email, phone, social media).
• Collaborate with sales teams on inbound/outbound calls to generate leads and opportunities.

QUALIFICATIONS

• High school diploma or equivalent required; university degree preferred.
• Minimum 3 years in customer service or account development roles.
• At least 1 year in a leadership or mentorship capacity.
• Strong interpersonal, communication, and writing skills.
• Proven ability to lead international and omni-channel teams.
• Experience analyzing data and implementing performance improvements.
• Familiarity with CRM systems and digital customer engagement tools.

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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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.