BARGAINING UNIT QUALIFICATION STANDARD
(2320-0008) CUSTOMER SERVICE CLERK
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
DESCRIPTION OF WORK:
See the Standard Position Description for the Occupation Code given
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
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.
Applicants must successfully complete Postal Service Test 473, which
includes the following measures of job-related knowledge, skills, and
A. Address Checking
B. Forms Completion
C. Coding & Memory
D. Personal Characteristics and Experience Inventory
Applicants must have a minimum of one year experience in a customer
Applicant must be physically able to perform efficiently the duties of
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.