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

 
LEAD CUSTOMER SERVICE CLERK
OCCUPATION CODE: 2320-0008
JOB LEVEL: P7-07
BARGAINING UNIT QUALIFICATION STANDARD
(2320-0008) CUSTOMER SERVICE CLERK




DOCUMENT DATE:
05/04/2012

FUNCTION:
Performs a variety of clerk duties required for customer service using automated mail processing equipment or manual methods of sortation and distribution as well as change of address entry / validation and processing undeliverable as address forwardable and return to sender mail. May work with or without direct supervision or as a working leader to one or more customer service employees resolving problems that may occur during operations and determining when a supervisor should be involved.

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. The KSAs are demonstrated by successful completion of tests and specified training, unless otherwise noted. Failure to demonstrate any KSA is disqualifying. 1. Ability to provide oversight, direction and support of co-workers in the absence of a supervisor. 2. Ability to communicate orally (refers to expressing spoken ideas or facts clearly and logically when answering questions, giving instructions, and providing information). 3. Ability to perform basic mathematical computations (refers to performing basic calculations such as addition, subtraction, multiplication, and division with whole numbers). 4. 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. 5. Ability to follow instructions refers to comprehending and executing either spoken or written instructions or directions sufficient to perform work assignments, follow procedural directions or instructions either with or without direct supervision. 6. Ability to coordinate, open and close, and operate a postal unit. This includes planning and organizing the work of a small group of employees to achieve unit goals. 7. Ability to safely perform the duties common to the position.

EXAMINATION REQUIREMENTS:
Applicants must successfully complete Postal Service Test 473, which includes the following measures of job-related knowledge, skills, and

abilities:
A. Address Checking B. Forms Completion C. Coding & Memory D. Personal Characteristics and Experience Inventory

EXPERIENCE REQUIREMENTS:
Applicants must have a minimum of one year experience in a customer service position.

PHYSICAL REQUIREMENTS:
Applicant must be physically able to perform efficiently the duties of the position.

ADDITIONAL PROVISIONS:
Lead Customer Service Clerks must work their assigned tour and days of work often within a customer service environment. Lead Customer Service Clerks must follow Postal Service policies and procedures for personal conduct at work, including adhering to rules and regulations. Lead Customer Service Clerks at any time may be assigned to provide service to the public. They must maintain a neat and professional appearance and demeanor in such interactions, including wearing a uniform when required.

  Occ Code: 2320-0008

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