Customer Service Specialist

Schedule: This role is a 8:00 am to 5:00 pm shift.  Monday to Friday.

JOB SUMMARY

The CUSTOMER SERVICE SPECIALIST (CSS) is responsible for supporting Patriot Construction Management’s performance of the USPS Facilities Repair & Modification Services (FRMS) Ordering Agreement, which encompasses facility repair, maintenance, and modification services across all 50 states and U.S. territories. The CSS serves as a central point of contact for customer communication, work order coordination, and contractor dispatch while also performing cross-trained invoicing functions in accordance with USPS billing requirements. This role demands strong organizational ability, a working knowledge of federal contract administration, and a commitment to service excellence across a geographically dispersed portfolio.

JOB DUTIES AND RESPONSIBILITIES:

1.     TEAM LEADERSHIP AND SUPERVISION: Serve as team lead for the Proposal Coordinator I, Customer Service Generalist, and Invoice Specialist, directing daily workflow and workflow distribution to ensure task orders, proposals, and invoicing are completed accurately and on time. Provide training, coaching, and day-to-day guidance to team members, and monitor performance to ensure adherence to USPS FRMS procedures and service standards. Escalate personnel or performance concerns to the Customer Excellence Manager as needed.

2.     WORK ORDER DISPATCH AND COORDINATION: Receive, triage, and dispatch task orders issued under the USPS FRMS Ordering Agreement via designated communication channels (phone, email, electronic systems). Confirm contractor receipt of and compliance with four-hour, same-day, and standard response requirements; document all confirmations including contact names, timestamps, and order details. Escalate unresolved or at-risk orders to on-call staff or program management as needed.

3.     CUSTOMER AND STAKEHOLDER COMMUNICATION: Maintain daily communication with USPS facility project managers, Contracting Officers’ Representatives (CORs), and internal teams to provide real-time work order status updates. Respond to inquiries, coordinate site access per USPS scheduling and security requirements, and ensure customers are kept informed throughout project execution using USPS-designated and third-party systems.

4.     PROPOSAL PREPARATION AND EXECUTION SUPPORT: Assist the Proposal Coordinator and Customer Excellence Manager with preparation of task order proposals, change order requests, and scope-of-work responses, including compiling supporting documentation, cost breakdowns, and required USPS forms. Track proposal submission deadlines and coordinate internal reviews with the CSS and other department staff to ensure timely. Accurate, and compliant submissions. Support proposal execution by maintaining version control of submitted documents, monitoring customer responses, and coordinating any requests for additional information or clarification.

5.     REPORTING, DOCUMENTATION, AND COMPLIANCE: Maintain accurate and complete records for all task orders, including work authorizations, contractor assignments, progress updates, and closeout documentation in accordance with USPS contract requirements. Pull and distribute customer reports; upload approved documentation and as-built records into applicable systems, including PCMS and client-specific platforms; support preparation of construction cost breakdowns and progress charts as required.

6.     INVOICING AND BILLING SUPPORT: Process and submit invoices in compliance with USPS B-CLAUSE B-20 invoicing requirements, including accurate documentation of labor categories, hours, materials, and applicable markups or management fees. Verify invoice accuracy against task order scope and approved cost breakdowns; track NTE (Not-to-Exceed) thresholds and coordinate required approvals for NTE increases. Support prompt payment compliance and maintain organized billing records aligned with contract audit requirements.

7.     PROJECT AND SPECIAL SERVICES SUPPORT: Assist with coordination of specialized service activities including vendor management, contractor screening coordination, warranty administration, landlord or building owner liaison, disaster response mobilization, and sustainability/compliance documentation. Work directly with subcontractors to coordinate scheduling, timelines, and progress reporting across multi-trade, multi-location task orders involving architectural, MEP, roofing, civil, and finish work.

8.     QUALITY ASSURANCE AND CUSTOMER CARE: Conduct post-completion quality and goodwill contacts with USPS facility managers to verify contractor performance, professionalism, and workmanship. Identify service concerns or warranty issues and initiate corrective action in accordance with contract warranty provisions. Identify opportunities to expand Patriot’s service scope with existing USPS customers through demonstrated reliability and professional engagement.

9.     PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.

EQUIPMENT OPERATED:

General office equipment (computer, dual monitors, phone, printer).

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of contract administration principles, including task order processes, NTE management, and documentation requirements applicable to facilities service agreements.
• Knowledge of construction trades, facility repair and maintenance terminology (MEP, roofing, civil, architectural/structural), and typical project workflow in a multi-site environment.
• Knowledge of invoicing practices for government contracts, including labor rate application, cost breakdowns, and billing compliance under time-and-materials and labor-hour contract types.
• Knowledge of dispatching procedures, customer service processes, and third-party system reporting.
• Ability to communicate clearly and professionally with USPS representatives, CORs, subcontractor, vendors, and internal management across geographic regions.
• Ability to multitask, prioritize competing work orders, and manage urgent deadlines in a high-volume, fast-paced environment.
• Ability to remain composed and solution-focused in urgent, escalated, or emergency response situations.
• Ability to maintain accuracy and thoroughness while managing multiple simultaneous task orders and documentation requirements.
• Ability to learn and navigate client-specific systems as required by the program.
• Skilled in Microsoft Office Suite (Outlook, Excel, Word); experience with Salesforce-based platforms (PCMS) strongly preferred.
• Skilled in organization, time management, and meticulous attention to detail in records and documentation.
• Skilled in problem-solving and real-time issue resolution across complex, multi-stakeholder service programs.