Mail Clerk

This position follows clearly detailed specific procedures in completing several repetitive clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file; could involve simple posting to individual accounts, opening mail, calculating and posting charges to departmental accounts, operating basic office equipment, e.g., photocopier, facsimile, multi-line phone/voicemail systems, mailing machines, and minimal computer programs. Little or no subject-matter knowledge is required, but the clerk uses his or her own judgment in choosing the proper procedure for each task. 

Responsibilities and Duties

• The candidate will be required to provide superior customer service in a contact/call center/help desk environment through multiple channels of correspondence.
• The candidate will be required to handle questions and concerns with the highest degree of courtesy and professionalism.
• The candidate will be required to communicate with end-users using web-based tools regarding navigation of both government and non-government applications in a leveraged environment supporting one or multiple queues/skill sets over various accounts.
• The candidate will be required to accurately document all correspondence with end-users; thus a high proficiency in typing and grammar is a must.
• The candidate will be friendly, have a passion for customer service excellence, and enjoy helping people.
• The candidate will have a tactful manner and ability to effectively deal with difficult situations.
• The candidate will be required to continually maintain a working knowledge of systems/applications/products serviced by the leveraged contact center.
• The candidate will be required to follow strict work instructions and procedures that may vary by account.
• The candidate will be required to adapt to continual changes to work instructions and procedures on each account.
• The candidate will be involved in activities with contingent employee agencies, as it pertains to their role, on an as needed basis.
• The candidate may be involved with training and development activities with both new hires and peers, as it pertains to their role, on an as-needed basis.
• The candidate may be involved with quality monitoring and evaluation, as it pertains to their role, on an as-needed basis.
• The candidate may be involved with reports, documentation and knowledge management, as it pertains to their role, on an as-needed basis.