Customer Service Representative

Brookhaven National Laboratory is committed to employee success and we believe that a comprehensive employee benefits program is an important and meaningful part of the compensation employees receive. Review more information at BNL | Benefits Program

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.

Required Knowledge, Skills, and Abilities:

• High School Diploma or equivalent.

• Three (3) years general administrative office experience or other relevant experience, which must include two (2) years of customer service experience.

• Additional education with coursework, or training, specifically related to the position requirements may offset qualifying experience on a 2:1 (experience:college) ratio.

• Proficiency in MS Office applications (Word, Excel, Outlook, PowerPoint, OneNote) with the ability to manage email and calendar functions effectively. Ability to learn new systems, including HRIS and SharePoint.

• 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.

• Working knowledge of Foreign National Access (FNA) Program.

• US citizenship required to access DOE database.

Preferred Knowledge, Skills, and Abilities:

• Use of SharePoint.

• Knowledge and ability to interpret and apply Laboratory policies and procedures.

• Knowledge of Microsoft Teams.

• 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 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.

• Ability to obtain a UPIV (unclassified personal identity verification) ID badge.

• This position is not eligible for visa sponsorship.

Brookhaven National Laboratory is committed to providing fair, equitable and competitive compensation. The full salary range for this position is $57150 - $67150 / year. Salary offers will be commensurate with the final candidate's qualification, education and experience and considered with the internal peer group.

Brookhaven National Laboratory requires all non-badged personnel including visitors to produce a REAL-ID or REAL-ID compliant documentation to access Brookhaven National Laboratory - view more information atwww.bnl.gov/real-id. This is due to nationwide identification requirements for federal site access as required by the federalREAL ID Act. Those not in possession of a REAL ID-compliant document will not be permitted to access the site which includes access to the Laboratory for interviews.

About Us

Brookhaven National Laboratory (www.bnl.gov) delivers discovery science and transformative technology to power and secure the nation's future. Brookhaven Lab is a multidisciplinary laboratory with seven Nobel Prize-winning discoveries, 37 R&D 100 Awards, and more than 70 years of pioneering research. The Lab is primarily supported by the U.S. Department of Energy's (DOE) Office of Science. Brookhaven Science Associates (BSA) operates and manages the Laboratory for DOE. BSA is a partnership between Battelle and The Research Foundation for the State University of New York on behalf of Stony Brook University. BSA salutes our veterans and active military members with careers that leverage the skills and unique experience they gained while serving our country, learn more at BNL | Opportunities for Veterans at Brookhaven National Laboratory.

Equal Opportunity/Affirmative Action Employer

Guided by our core values of integrity, responsibility, innovation, respect, and teamwork, Brookhaven Science Associates is an Equal Employment Opportunity Employer-Vets/Disabled. We are committed to fostering a respectful and collaborative environment that fuels scientific discovery. We consider all qualified applicants without regard to any characteristic protected by law. All qualified individuals are encouraged to apply. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. *VEVRAA Federal Contractor

BSA employees are subject to restrictions related to participation in Foreign Government Talent Recruitment Programs, as defined and detailed in United States Department of Energy Order 486.1A. You will be asked to disclose any such participation at the time of hire for review by Brookhaven. The full text of the Order may be found at:https://www.directives.doe.gov/directives-documents/400-series/0486.1-BOrder-a/@@images/file