Customer Service Specialist

JOB SUMMARY The CUSTOMER SERVICE SPECIALIST (CSS) is responsible for supporting Patriot Construction Managements 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 as...