BARGAINING UNIT QUALIFICATION STANDARD
(2345-23XX) COMPLAINTS AND INQUIRY CLERK
June 14, 2013
Receives, classifies, and processes customer complaints and inquiries
relative to mail service. Applies a broad knowledge of postal
regulations and local policy to effect resolutions.
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 mailing requirements and service standards.
Ability to maintain records and prepare reports and correspondence.
Ability to plan and execute work activities without direct supervision,
accomplishing tasks to meet deadlines.
Ability to work cooperatively and interact positively with customers and
co-workers, exercising courtesy, discretion, and self-control.
Ability to communicate orally sufficient to express spoken ideas or
facts clearly and logically when answering questions, giving directions,
and providing information.
Applicants must demonstrate verbal ability. This must be demonstrated by
successful completion of Postal Service Test 720.
Applicants must demonstrate basic computer skills. This must be
demonstrated by successful completion of Postal Service Test 718.
Applicants must be able to perform the physical requirements of the
position with or without reasonable accommodation.