Customer Service Specialist

## Description **JOB SUMMARY** The CUSTOMER SERVICE SPECIALIST 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. 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. 2. CUSTOMER AND STAKEHOLDER COMMUNICATION: Maintain daily communication with USPS facility 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. 3. 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. 4. 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. 5. 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. 6. 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. 7. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. **EQUIPMENT OPERATED:** General office equipment (computer, dual monitors, phone, printer). **KNOWLEDGE, SKILLS AND ABILITIES:** - Knowledge of federal contract administration principles, including task order processes, NTE management, and documentation requirements applic…