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Functional Purpose
Resolves service issues for large business customers and proactively identifies areas of concern to find solutions for
customers before they contact us. Provides assistance to business customers on postal products, services and coordinates
cross-functional teams for expert responses and corrective solutions. Monitors and evaluates customer satisfaction related to
postal products and services; maintains customer profiles and database information. Probes and understands customer
business needs, identifies sources of revenue lead generation.
DUTIES AND RESPONSIBILITIES
1. Provides high quality and prompt customer service, information, resolution to business customers via telephone, direct
mail, email, and personal contact on classification, mailability, addressing, forwarding services, mail preparation, fees,
special services, international mail, postal operations, and delivery. Coordinates customer interface with other District
customer service employees when needed, ensures customer satisfaction.
2. Responds to business customer inquiries and documents service issues in approved computer application(s). Identifies
appropriate postal departments to address service improvement opportunities and synchronizes efforts among operations,
marketing, delivery, finance, and other functional areas to ensure resolution. Provides feedback to internal stakeholders and
customers.
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