Call Center Representative

Customer-Focused Inbound Call Center Representative

MBA Consulting Services, Inc. (MBA CSi) is seeking a customer-focused inbound call center representative to support facility maintenance operations for the United States Postal Service (USPS) in Greensboro, NC. In this role, you will serve as the first point of contact for USPS Facilities teams across the country, helping to ensure building maintenance and repair issues are addressed quickly and efficiently. This is an excellent opportunity for someone who enjoys solving problems, working in a fast-paced environment, and making a direct impact on national operations. You will work closely with internal USPS teams nationwide, managing service requests, troubleshooting issues, and delivering a high level of customer service that helps keep critical USPS facilities running smoothly. Shift-6:50am-3:50pm Monday-Friday

Responsibilities

• Serve as the primary point of contact for USPS Facilities teams nationwide regarding building maintenance and repair issues. (HVAC, Roofing, Building Repairs, etc.)
• Answer and manage between 25-60 incoming calls in a fast-paced call center environment.
• Log, track, and manage service requests using web-based systems, including Genesys IWS.
• Research issues, troubleshoot problems, and coordinate timely resolution.
• Provide exceptional customer service and communicate effectively with internal stakeholders across multiple locations.
• Escalate issues as needed and follow through to ensure concerns are resolved.
• Manage multiple priorities and adapt quickly to changing schedules and operational needs.
• Use Microsoft Office tools, particularly Excel, to support tracking and reporting activities.
• Support customer retention by resolving concerns quickly, professionally, and accurately.

Basic Qualifications

• High school diploma or equivalent
• 13 years of experience in call center operations, customer support, help desk support, or facilities-related support.
• Strong verbal and written communication skills with the ability to interact professionally with teams across the country.
• Demonstrated ability to multitask, prioritize, and solve problems in a high-volume environment.
• Experience using Microsoft Office, including Excel, and web-based systems.
• Self-starter with strong judgment, initiative, and attention to detail.
• Ability to work effectively in a fast-paced, constantly changing environment.
• Flexibility to adapt to changing priorities and schedules.
• Ability to pass a pre-employment background check and drug screening.
• Must be eligible to obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Associates Degree
• Prior experience supporting facilities, maintenance, or service operations.
• Experience using Genesys IWS or other call center/service request management systems.
• Previous experience supporting a federal agency or government contractor environment.
• Proven ability to build positive relationships and provide high-quality customer service in a high-volume support setting.

MBA CSi is an Equal Opportunity Employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. #IND1 #IH