Customer Service Group Leader

UL Solutions

Mexico, NY

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.

UL Solutions

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Vacancy posted 3 days ago

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