Customer Service Representative

Customer Care Specialist Role Overview:Primary Responsibilities:Customer Care Specialist serves as the main point of contact for both internal and external customers, handling order processing, inquiries, transactions, repairs, and calibration logistics, as well as coordinating with labs and logistics departments.Customer Interaction Methods: The role involves managing communications primarily through phone and email, with occasional in-person interactions, and includes tasks such as expediting services, providing status updates, and scheduling pickups and deliveries.Required Skills and Experience:The importance of strong communication skills, reliability, and coachability, while experience in customer service, planning, scheduling, and dealing with vendors or manufacturers is valuable, though direct nuclear industry experience is not required.Educational Preferences:A high school diploma is required, with a preference for candidates holding an associate or bachelor’s degree, and a few years of customer service experience.Industry Backgrounds Considered:Candidates with backgrounds in life sciences, biotech, pharma, military, or defense are preferred, but training is available for those without direct experience if they demonstrate the right skills and ambition.Work Schedule and Hybrid Policy:The position is currently hybrid, requiring three days in the office and two days remote per week, with the arrangement in place for several years and subject to minor adjustments based on business needs.Work Hours and Flexibility:The typical work schedule is Monday through Friday for eight hours per day, with a suggested starting time of 7:30 AM to 4:00 PM and a half-hour break, though there is flexibility to accommodate different start times such as 8:30 AM to 5:00 PM.Location and Parking:The in-office days are at the Coatesville location, with free on-site parking available for employees, and badge access provided upon starting.Hybrid Days Assignment:Hybrid days are generally fixed once assigned (e.g., Monday and Friday), but there is some flexibility to accommodate personal needs, with changes made only for exceptions.Training Program and Onboarding:Training Content and Methods: The program utilizes standard operating procedures (SOPs) and on-the-job training (OJT), with collaboration across departments to ensure comprehensive onboarding.Initial Onboarding Period: Michael clarified that the first week, possibly two, will be 100% in-office to facilitate effective training before transitioning to the hybrid schedule.The position involves a mix of fielding calls, handling emails, providing quotations, and performing data entry in the CRM system, with less than 10% of the day spent on the phone.Candidate Training and Development:Candidates without direct customer service experience but with strong communication skills and ambition will be considered and trained for the role.