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

LEAD CUSTOMER CARE AGENT (P7-08) OCCUPATION CODE: 2320-0012

DOCUMENT DATE: March 16, 2019     FUNCTION:   Serves as a working group leader; assists Customer Care Agents with resolving inbound, outbound and complex customer contacts including but not limited to voice, emails, and online chat on USPS products and services including specialty products to residential and small business customers.   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.   Knowledge of Postal products, services, and policies sufficient to explain the features and benefits of use.   Ability to work with the general public in a polite, courteous, and professional manner.   Ability to recognize and manage varying customer situations, to respond promptly to the needs of the customer, and perform under pressure of the position.   Ability to provide leadership, guidance and motivation to a group of employees.   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 by phone, email and chat.   Ability to use written and electronic reference tools, manuals, and the internet/intranet to search and retrieve information on a computer.   Ability to resolve complex customer problems and monitor the status of outstanding problems.   Ability to analyze and evaluate information sufficient to obtain information from varied sources.   Ability to identify and analyze problems by gathering information from both oral and written sources and develop an appropriate course of action to resolve the situation.   Ability to listen attentively on an ongoing basis, comprehends and capture, as well as interpret complex customer information.   Ability to use a computer to compile and summarize oral or written information, input or log caller information into an automated information system, and route more complex problems to higher levels for resolution.   Ability to prepare written materials such as responses to inquiries, correspondence, or reports.   EXAMINATION REQUIREMENTS:   Applicants must successfully complete the Virtual Entry Assessment CS (477).   PHYSICAL REQUIREMENTS:   Applicants must be physically able to efficiently perform the duties of the position.
Doc Date: 03/16/2019		Occ Code: 2320-0012