Customer Service Generalist

## Description **JOB SUMMARY** The CUSTOMER SERVICE GENERALIST provides essential support the Patriot Construction Management’s performance of the USPS Facilities Repair & Modification Services (FRMS) Ordering Agreement by handling a variety of administrative, operational, and customer facing tasks. Key responsibilities include coordinating work order activities, communicating with technicians, ensuring accurate documentation and billing, and maintaining strong relationships with customers and contractors. The Generalist works collaboratively with team members to ensure work orders and related tasks are completed efficiently and accurately, contributing to the overall success of the USPS Facilities Repair & Modification Services (FRMS). **JOB DUTIES AND RESPONSIBILITIES:** 1. WORK ORDER DISPATCH AND COORDINATION: Assist in receipt, acknowledgment and triage to 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. Manage incoming calls by addressing caller needs or transferring them to the appropriate party. Responsibilities involve ensuring accurate updates in PCMS by managing technician check-ins and check-outs for work orders. Additional duties include updating PCMS, notifying Customer Service Specialists or USPS PMs as required, and creating work orders to ensure timely contractor dispatch in the absence of the assigned Customer Service Specialist. 2. DOCUMENTATION AND BILLING SUPPORT: Pulling work order reports from the Requesting Bills Dashboard, contacting contractors to request invoices, and uploading documents to PCMS with complete and accurate details, including verifying WO signoff sheets, collecting before and after photos a including reference numbers, such as Contractor Invoice #. Responsibilities include verifying documentation accuracy, addressing work orders without invoices after 10 days and informing the CRS to close unbilled work orders as needed. 3. CUSTOMER AND CONTRACTOR COMMUNICATION: Assisting with repair updates, including providing detailed explanations and photos to share with customers. This role ensures real-time updates on ETAs, schedule changes, NTE increases, and work completion statuses are communicated effectively. 4. TEAM SUPPORT: Assisting team members with compiling reports and supporting management by contributing to various projects, initiatives, and reporting metrics as needed, ensuring the team’s overall efficiency and success. 5. CONTINOUS IMPROVEMENT AND COLLABORATION: Working closely with the CSS and other team members to streamline processes and enhance overall department efficiency. This role also ensures that all records are consistently updated with accurate work order statuses and notifications to maintain seamless operations and effective communication. 6. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. **EQUIPMENT OPERATED:** General office equipment (fax machine, copies, laptop, desk phone, scanner) **KNOWLEDGE, SKILLS AND ABILITIES:** - Knowledge of business ethics. - Knowledge of customer service principles, including best practices for client and contractor communication. - Knowledge of work order management systems, including Salesforce, and familiarity with third-party customer platforms. - Knowledge of administrative and billing processes, including invoice management, documentation and compliance. - 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 achieve shared goals and improve operational efficiency. - Ability to provide exceptional customer service and maintain positive relationships with contractors and clients. - Ability to maintain confidentiality and handle sensit…