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New roles

Clerks move into customer relations

Man wearing headset in call center
Tim Young is one of about 40 craft clerks who recently moved into new roles on the Dayton, OH, Customer Retention Team.

A group of mail processing clerks recently moved into new roles helping USPS strengthen customer service.

The Customer Retention Team (CRT) in Dayton, OH, has added about 40 bargaining unit positions represented by the American Postal Workers Union. The employees are responsible for contacting business customers across the nation and helping to address their issues and concerns.

The clerks who moved into these positions say they appreciate the opportunity to use their postal experience in new ways.

“Not only have we become voices of the Postal Service, but trusted guides to our customers,” said Jerome Hoskins, one of the CRT agents.

The Dayton CRT is part of the Postal Service’s broader effort to deliver world-class customer experiences, one of the organization’s core business strategies.

“I love working with the customers,” said Amy Thorpe, another Dayton CRT agent. “Several customers have thanked me for the services that we are providing, and that makes me feel that I have made a difference.”

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