Customer Service Representative - Brookhaven National Laboratory

The Guest, User, Visitor Center (GUV Center) welcomes researchers from universities, government laboratories, and industry from within the US and abroad who are interested in visiting Brookhaven National Laboratory (BNL) or in performing experiments at one of their scientific user facilities.  The GUV Center is a central contact point for services for all guests, users, and visitors and is staffed with employees who know BNL well and can assist others in answering any questions that may be raised or directing to individuals who can.  

Essential Duties and Responsibilities: 

• Check-in and provide orientation to users of BNL’s user facilities, to all guests of BNL departments, to all casual visitors to the Laboratory, contractors, and provide other assistance as necessary. 
• Utilize Guest Information System (GIS) database to process guest registration forms for all guests, users, visitors, and contractors. 
• Execute process for Foreign National Access (FNA) Program. 
• Respond to routine semi-technical internal and external requests for information. 
• Set up and manage file systems to input, maintain, and retrieve records and documentation relating to function in accordance with Laboratory and DOE directives. 
• Perform recurring administrative tasks in support of operation or function. 
• Generate, edit, and distribute documents and correspondence. 
• Issue BNL ID badges, requiring knowledge of USCIS documents and visa types. 
• Issue thermoluminescent dosimeters (TLDs) for properly trained facility users. 
• Issue access cards for properly trained facility users.
• Ensure guests have completed appropriate legal agreements. 
• Respond to internal and external requests for information and guidance. 
• Manage and complete assigned projects to achieve established goals within time and resource restrictions, providing feedback in process. 

Position Requirements:  

Required Knowledge, Skills, and Abilities: 

• Three (3) years general administrative office experience or other relevant experience, which must include two (2) years of customer service experience.  
• An associates or bachelor’s degree with coursework, or training, specifically related to the position requirements may offset qualifying experience on a 2:1 (experience:college) ratio.
• Intermediate computer skills including proficiency in the use of software for accurate execution of basic email and calendar functions; developing capability with Human Resources Information Systems (HRIS).
• Excellent organization, communication skills and attention to detail: ability to speak well, listen, write clearly and have the aptitude to comprehend a moderate amount of printed information. 
• Ability to:
  • demonstrate writing skills in order to disseminate information clearly
  • provide an excellent customer service experience to a globally diverse population.
  • work independently and under pressure to handle routine and nonroutine administrative matters in accordance with established procedures and guidelines. 
  • at all levels throughout the Laboratory and collaborate effectively in a diverse team setting within the Lab environment.
  • adapt in an environment where priorities quickly change. 
• Must be discrete and be able to maintain confidentiality. 
• Proficiency in MS Office products (Word, Outlook, PowerPoint, Excel, OneNote) and the ability to learn SharePoint.
• Working knowledge of Foreign National Access (FNA) Program. 
• US citizenship required to access DOE database.

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Preferred Knowledge, Skills, and Abilities: 

• Use of SharePoint. Knowledge and ability to interpret and apply Laboratory policies and procedures. 
• Proficiency with BNL business computing systems such as PeopleSoft Financials and HR, as well as WorkDay.
• Experience in issuing Laboratory appointments and the check-in process, which requires a clear understanding of acceptable working USCIS documentation, personal identifiable information (PII), and all supporting documents associated with work-type visas. 

Other Information: 

• Workdays are Monday through Friday or may be Sunday through Thursday.  Work hours are generally 8:30 a.m. to 5 p.m.; later start and end times are also possible. Must be able to work evening and weekend hours. 
• Brookhaven Laboratory is committed to providing fair, equitable and competitive compensation. The full salary range for this position is $55800 - $62000 / year. Salary offers will be commensurate with the final candidate’s qualification, education and experience and considered with the internal peer group.
• This position is not eligible for visa sponsorship.