July 2, 2012
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
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.
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
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
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
Ability to prepare written materials such as responses to
inquiries, correspondence, or reports.
Applicants must be physically able to efficiently perform the duties of