Diamond Copes

40 hours per week

GS-0962-08/4

• The Contact Service Representative (CSR) is responsible for providing effective customer service for all customers by using knowledge of company products and services.
• Listen to taxpayer questions and understand their situation, and then examine current tax regulations to provide answers
• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
• Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
• Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
• Managed high call volume while remaining focused on delivering excellent customer experiences.
• Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
• Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
• Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.

• Deliver packages and mail to businesses and people in towns, cities, and rural areas.
• Set up a route and deliver mail six days a week on route.
• Place packages and letters in mailbox and secure with mailbox flap.
• Secure many envelopes or parcels with a rubber band.
• Retrieve outgoing mail from boxes.
• Place larger packages on porch or doorstep.
• Take packages into businesses and give to individual.
• Ensure people sign off for receipt of package.
• Arrange mail in delivery sequence.
• Collect money for postage-due and COD (cash-on-delivery) fees and obtain signed receipts for registered, certified, and insured mail.
• Leave notices on customers' doors informing them packages could not be delivered and will be held.
• Sell stamps and money orders.
• Answer questions about postal regulations.
• Provide change-of-address cards and other postal forms when requested.
• Operate approved vehicle to deliver mail or walk on foot.
• Assist people by lifting heavy packages and placing them at their door.
• Inform individuals when mail cannot be delivered due to holidays or inclement weather.