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

CUSTOMER CARE AGENT - TIER 1 (P7-06) OCCUPATION CODE: 2320-0010

DOCUMENT DATE: MARCH 16, 2019     FUNCTION:   Receives initial inbound customer contacts, including but not limited to voice, emails and online chat; provides information to customers on standard USPS products and services.   DESCRIPTION OF WORK:   See the Standard Position Description for the Occupation Code given above.   EXAMINATION REQUIREMENTS:   Applicants must successfully complete the Virtual Entry Assessment CS (477).   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.   Ability to work with USPS customers in a polite, courteous, and professional manner.   Ability to work cooperatively with customers and co-workers and adapt to varying personalities, situations and perform under pressure of the position.   Ability to communicate orally sufficient to express ideas or facts clearly and logically when answering questions, giving instructions or explaining Postal products and services.   Ability to use a computer, keyboard and a mouse to retrieve information to respond to customer inquiries and complaints.   Ability to use written and electronic reference tools, manuals, and the internet/intranet to search and retrieve information on a computer.   Ability to listen attentively on an ongoing basis, comprehends, and capture as well as interpret basic customer information.   Ability to use a computer sufficient to input or log customer information into an automated information system and route more complex problems to higher levels for resolution.   Ability to evaluate information provided by customers to determine the nature of inquiry or complaint, 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.
Doc Date: 03/16/2019		Occ Code: 2320-0010