What are the responsibilities and job description for the Customer Service Generalist position at Connect Service Solutions LLC?
1. WORK ORDER INTAKE AND DISPATCH SUPPORT: Assist with the receipt, acknowledgment, and initial triage of task orders issued under the USPS FRMS Ordering Agreement, following established procedures and designated communication channels (phone, email, electronic systems). Confirm contractor receipt of task orders and document confirmations, including contact names, timestamps, and order details, escalating any compliance concerns to the Customer Service Specialist.
2. TECHNICIAN CHECK-IN AND SYSTEM UPDATES: Support accurate updates in PCMS by recording technician check-ins and check-outs for work orders, and update work order records as directed by the Customer Service Specialist or Customer Excellence Manager.
3. CALL HANDLING AND ROUTING: Answer incoming calls, address routine caller needs using established scripts and procedures, and transfer or escalate calls to the appropriate Customer Service Specialist or team member as needed.
4. DOCUMENTATION SUPPORT: Assist with pulling work order reports, requesting invoices from contractors, and uploading supporting documentation, such as signoff sheets and before-and-after photos, into PCMS under the guidance of more experienced team members.
5. CUSTOMER AND CONTRACTOR COMMUNICATION SUPPORT: Assist in sharing routine updates with customers, such as ETAs and schedule changes, under the direction of the Customer Service Specialist, escalating complex or sensitive communications as needed.
6. TEAM SUPPORT: Assist team members with basic report compilation and administrative tasks to support overall team efficiency.
7. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.
EQUIPMENT OPERATED:
General office equipment (computer, dual monitors, phone, printer).
KNOWLEDGE, SKILLS AND ABILITIES:
• Knowledge of business ethics.
• Knowledge of basic customer service principles, including best practices for client and contractor communication.
• Ability to learn and follow established work order management systems, including Salesforce, and related platforms.
• Ability to adapt quickly to new processes, workflows, and tools in a dynamic, fast-paced environment.
• Ability to work collaboratively with team members and other departments to support shared goals.
• Ability to provide friendly, reliable customer service and maintain positive relationships with contractors and clients.
• Ability to maintain confidentiality and handle sensitive customer and contractor information with discretion.
• Ability to accept feedback and grow professionally in a structured, closely supervised role.
• Skilled in organizational and time management to handle routine tasks and meet deadlines.
• Skilled in clear written and verbal communication with customers, contractors, and team members.
• Skilled in attention to detail to support accurate documentation and work order updates.
• Skilled in Microsoft Office Suite (Excel, Word, PowerPoint).