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Qualification Standards Position Description	List of Positions	U.S.Postal Service

CUSTOMER RETENTION AGENT (P7-06) OCCUPATION CODE: 2320-0015

CUSTOMER RETENTION AGENT (P7-06) OCCUPATION CODE: 2320-0015   FUNCTION   Makes outbound small business customer contacts over the phone and through email in order to inform existing business customers of current, new and enhanced USPS products, features and services offerings and campaigns in an effort to retain the current customer base.   DESCRIPTION OF WORK:   See the Standard Position Description for the Occupation Code given above.   REQUIREMENTS   This section is composed of Knowledge, Skills, and Abilities (KSAs) which are required to satisfactorily perform the tasks of the position. Applicants must demonstrate that they possess a sufficient level of each KSA, to include at least minimum competency for senior-qualified positions to enable them to perform these tasks satisfactorily. Applicants demonstrate these levels by describing examples of experience, education, or training, any of which may be non-postal. Ratings are based on the demonstration of the level of possession of each of the KSAs. Failure to demonstrate any KSA is disqualifying.   1. Ability to work with USPS customers in a polite, courteous, and professional manner while listening attentively to the needs of the customer and documenting collected information.   2. Ability to communicate orally sufficient to express ideas or facts clearly and logically when answering questions, giving instructions or explaining Postal products and services.   3. Ability to listen attentively, comprehend, capture as well as interpret customer information.   4. Ability to use a telephone/headset, email and related equipment to communicate to customers by phone and email.   5. Skill using a computer to compile and summarize collected customer information into a software application.   6. Ability to use written and electronic reference tools, manuals, scripts and the internet/intranet to search and retrieve information on a computer.   7. Ability to evaluate information provided by customers to determine the nature of the inquiry or concern and identify an appropriate solution within established service standards and guidelines.   PHYSICAL REQUIREMENTS:   Applicants must be physically able to efficiently perform the duties of the position with or without reasonable accommodation.
Doc Date: 04/18/2017		Occ Code: 2320-0015