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

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.

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.

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.

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.

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.

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.

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 applicable to government facilities service agreements. Knowledge of construction trades, facility repair and maintenance terminology (MEP, roofing, civil, architectural/structural), and typical project workflow in a multi-site environment. Knowledge of invoicing practices for government contracts, including labor rate application, cost breakdowns, and billing compliance under time-and-materials and labor-hour contract types. Knowledge of dispatching procedures, customer service processes, and third-party system reporting. Ability to communicate clearly and professionally with USPS representatives, CORs, subcontractor, vendors, and internal management across geographic regions. Ability to multitask, prioritize competing work orders, and manage urgent deadlines in a high-volume, fast-paced environment. Ability to remain composed and solution-focused in urgent, escalated, or emergency response situations. Ability to maintain accuracy and thoroughness while managing multiple simultaneous task orders and documentation requirements. Ability to learn and navigate client-specific systems as required by the program. Skilled in Microsoft Office Suite (Outlook, Excel, Word); experience with Salesforce-based platforms (PCMS) strongly preferred. Skilled in organization, time management, and meticulous attention to detail in records and documentation. Skilled in problem-solving and real-time issue resolution across complex, multi-stakeholder service programs.

MINIMUM QUALIFICATIONS

High school diploma or equivalent Two (2) to three (3) years of customer service, dispatch, administrative support, or construction/facilities.

PREFERRED QUALIFICATIONS

Associates or Bachelor's degree in Business Administration, Construction Management, or a related field. One (1) year in a government, municipal, or federal contract environment strongly preferred. Demonstrated experience processing invoices under contract-based or government billing requirements, such as time-and-materials or labor-hour billing, cost breakdowns, or similar compliance-driven invoicing practices. Special Qualifications Must pass a criminal background check. Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.

WORK CONDITIONS

Works in heated and cooled office environment. Prolonged periods of sitting at a desk and working on a computer. The above describes the general content and requirements for this job. 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