26-00060J-National Customer Service Specialist

MBAcsi•Topeka, KS

29d•Onsite

About The Position

MBA Consulting Services, Inc. (MBA CSi) is seeking a National Customer Service Specialist to provide dedicated onsite support for our customer, the United States Postal Service (USPS), at its Security Lock Operations Center in Topeka, Kansas. In this role, you'll help manage the nationwide security lock and key program by supporting customer communications, processing orders, maintaining critical records, and serving as a Tier 2 resource for escalated customer inquiries. Your work will help ensure Postal facilities across the country receive the correct security products and support they need to operate safely and efficiently.

Requirements

2-4 years of experience in customer service, call center operations, help desk support, order management, or a similar customer-focused environment.
Advanced proficiency with Microsoft Excel
Advanced proficiency with Microsoft Access
Advanced proficiency with CSV file management
Working knowledge of Microsoft Teams.
Experience following established policies, procedures, and compliance requirements.
Ability to work Monday-Friday, 8:00 AM-5:30 PM CT.
Successfully pass a pre-employment background investigation and drug screening.
Must be eligible to obtain a Public Trust clearance.

Nice To Haves

Bachelor's degree preferred.
Public sector or government support experience is a plus.
Communicates professionally with customers at all levels.
Stays organized while managing multiple priorities.
Learns new systems quickly.
Pays close attention to detail.
Works well independently and as part of a collaborative team.
Remains calm and effective under pressure.
Takes initiative to solve problems before they become issues.

Responsibilities

Serve as a trusted point of contact for USPS customers regarding Security Lock policies, ordering procedures, and program support.
Process and maintain lock and key orders while ensuring compliance with established policies and procedures.
Maintain electronic databases and hard-copy records related to security locks, keys, and combination changes.
Generate reports and analyze data to improve operational processes and customer service.
Update national communications regarding Security Lock systems, procedures, and ordering requirements.
Support policy implementation and provide guidance to customers using ordering applications and reporting tools.
Track key returns and maintain accurate inventory and historical records.
Collaborate with USPS stakeholders and cross-functional teams to ensure data accuracy and program integrity.
Participate in meetings and provide recommendations to improve Security Lock processes.
Provide Tier 2 Help Desk support by resolving escalated customer issues and assisting call center operations.
Document customer interactions using a call logging system.