Customer Service Representative, Environmental Laboratory

Job Description

Job Description

Description:

The Role

Sterling Labs is hiring a Customer Service Representative to own a set of client accounts. You are the person your clients call. You answer their questions, set up their projects correctly, tell them what is happening before they have to ask, and stay on a problem until it is actually solved.

You do not need a science background. We will teach you the testing methods, the terminology, and our laboratory information management system. What we cannot teach is judgment, follow-through, and the ability to stay calm and helpful when a client is frustrated. If you have those, we will help build the rest.

What You'll Do

Client communication

• Act as the primary contact for your dedicated accounts.
• Answer questions by phone and email on services, submissions, pricing, turnaround times, billing, project status, and reports.
• Push updates out before clients have to ask.

Escalation and resolution

• Keep customer conversations moving toward resolution, de-escalating frustrated or dissatisfied clients along the way.
• Judge what you can resolve yourself and what goes to your manager or another department, and escalate with full context.
• Own delays through to resolution.
• Flag unusual or out-of-scope requests before work starts.
• Document inquiries, complaints, corrections, and actions taken.

Project setup

• Enter and update client, project, and submission details in our laboratory information management system: service selections, methods, due dates, turnaround times, billing, and reporting instructions.
• Review intake documentation for accuracy and completeness before work begins.
• Chase down missing or conflicting information with clients, field staff, technical teams, billing, or management.

Pricing and billing

• Set pricing per company guidelines and get internal approvals where required.
• Confirm billing details and route account or invoice questions to accounting.

Coordination and records

• Schedule pickups and communicate delivery, due dates, and priorities to the right departments.
• Track project and report status across active accounts.
• Maintain client records, project notes, pricing, and service documentation.
• Follow company SOPs, quality requirements, and Quality Management System standards.

Training and Growth

New representatives are trained on our systems, our testing services, and our client base before taking accounts independently. You will learn how an accredited environmental laboratory actually runs, which is knowledge that transfers across this entire industry.

This role has a path. Strong representatives move into senior account work, and we promote from within wherever we can. Sterling is growing, which means the person doing this job well in a year is not doing the same job two years from now.

Job Details

Location : In-office, Des Plaines, IL

Schedule : Full-time, 40 hours per week, Monday through Friday, 9:00 AM to 5:00 PM

FLSA Status : Non-exempt (overtime eligible, with approval)

Pay : From $21.00

Department : Customer Service

Reports To : Customer Service Manager

Start Date : Immediate

What We're Looking For

• High school diploma or equivalent.
• Prior customer-facing experience.
• Proven ability to handle escalated conversations calmly and professionally, with sound judgment on when to resolve and when to escalate.
• Strong phone and email communication.
• Strong computer and data-entry skills, including accuracy under time pressure.
• Ability to juggle multiple requests, work orders, and deadlines.
• A track record of owning a request start to finish, not just answering tickets.

Nice to have, not required

• Experience in high-volume, high-touch work where you handled many customers and competing priorities at once. Restaurant, retail, hospitality, front desk, and dispatch backgrounds all translate well here.
• Experience in a laboratory, environmental testing, scientific, industrial, manufacturing, or other regulated service environment.
• Experience using a LIMS, CRM, ticketing system, or customer and order management system.
• Experience supporting pricing, billing questions, customer records, or service documentation.

Work Environment and Systems

This is an in-office role requiring regular use of a computer, phone, email, our laboratory information management system, and standard office applications. You must be able to sit, type, read documents, review forms, and use a phone for extended periods. The role also involves printing reports, reviewing physical paperwork, and coordinating with laboratory and sample receiving areas.

Systems used: Clinisys Element LIMS and Microsoft 365 (Outlook, Excel, Word, Teams), plus Adobe Acrobat and our office phone system.

About Sterling Labs

Sterling Labs is a DoD, NELAP, ANAB, and AIHA-accredited environmental laboratory providing high-integrity analytical data through state-of-the-art technology and validated testing methodologies. For more than 40 years, our work has supported initiatives that protect human health and the environment.

Our success is built on client partnerships and scientific excellence. We collaborate with environmental consultants, engineering firms, and government agencies to deliver reliable, timely analytical results that support regulatory compliance and environmental stewardship. From wastewater testing in the greater Chicago area to nationwide projects with Department of Defense partners, our commitment to quality and innovation continues to drive our growth.

When you join Sterling Labs, you become part of a team of scientists, professionals, and technical specialists who share one purpose:

WE PRESERVE THE PLANET TO PROTECT THE FUTURE

This purpose shapes our culture, drives our decisions, and guides how we serve our clients and support one another. We believe meaningful progress comes from integrity, collaboration, and a shared commitment to improvement, principles reflected in our core values.

Our Core Values

• Integrity in Everything We Do. We act with honesty, transparency, and accountability.
• Customer Focused. We prioritize our clients' needs and value their feedback.
• We Are Never Satisfied. We seek better ways to serve our clients and support our employees through innovation and growth.

At Sterling Labs, we know our employees are the foundation of our success. We strive to provide a supportive, inclusive, and growth-oriented workplace where every individual is encouraged to learn, innovate, and advance.

Employee Benefits

Sterling Labs offers a comprehensive benefits package designed to support the health, financial security, and well-being of our full-time employees:

• Healthcare Benefits: Medical, dental, and vision coverage
• Financial Security: 401(k) retirement plan, life insurance, and short- and long-term disability coverage
• Work-Life Balance: Paid Time Off (vacation, sick leave, and holidays)

Equal Employment Opportunity

Sterling Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, citizenship, ancestry, sex, age, disability, marital or family status, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Recruitment Notice

Sterling Labs does not accept unsolicited resumes from third-party agencies. Please do not forward resumes to company email addresses or employees. Sterling Labs is not responsible for any fees related to unsolicited submissions.