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

 
COMPLAINTS & INQUIRY CLK
OCCUPATION CODE: 2345-23XX
JOB LEVEL: P7-07
BARGAINING UNIT QUALIFICATION STANDARD
2345j
(2345-23XX) COMPLAINTS AND INQUIRY CLERK



DOCUMENT DATE:
June 14, 2013

FUNCTION:
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 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 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.

EXAMINATION REQUIREMENTS:
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.

PHYSICAL REQUIREMENTS:
Applicants must be able to perform the physical requirements of the position with or without reasonable accommodation.

  Occ Code: 2345-23XX

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