USPS: Customer Care Center employee fosters improvement

Need help? Anthony Moya is ready to listen.

Moya is a technical support agent at the Edison, NJ, Customer Care Center. He handles as many as 70 calls a day from Postal Service customers.

“Our goal is improvement,” he said. “Our job is to resolve customer concerns. Many of them are able to be fixed while on the call. Others require that we document, report the problem or escalate it.”

In addition to the Edison site, USPS operates Customer Care Centers in Los Angeles; Troy, MI; and Wichita, KS. Together, the four centers respond to millions of calls each year, part of the organization’s effort to strengthen customer service.

Moya started as a postal support employee in 2013 before becoming a customer care agent two years later. He’s also a member of his center’s change agent network, a program that promotes technical and work culture improvements.

“We act as the eyes, ears and voice of the change network,” Moya said. “We work with the project team and the local leadership teams to implement process and culture improvements.”

He enjoys helping customers and co-workers alike.

“I say, ‘Never hesitate to come to my desk,’” Moya said.

Source: USPS News Link

2 thoughts on “USPS: Customer Care Center employee fosters improvement

  1. Union and NAME of Local/Branch
    APWU - Greensboro BMC Local # 7035
    Office held, if any
    Retiree Counselor (Greensboro BMC), Past Local President of Central Jersey Area Local, Past Vice-President of NJ State APWU

    Yes, Mr. Moya is an APWU bargaining unit employee and he is a member of the APWU. He is currently serving in the capacity as Shop Steward and he made an (failed) attempt to become VP of the Central Jersey Area Local. We signed him up, for the APWU, during his orientation as a PSE.

    As a agent, in the Call Center, he doesn’t have any supervisory duties. As a part of the agent’s duties they may be required to contact offices and/or customers to resolve issues.

    I still communicate with several individuals, from the Edison Call Center, and they say that the morale has gone down in the last few years. Within the last year(or so), the Edison Call Center have made attempts to try to uplift the morale.

    In regards to service, I am not sure if that is what we are doing as a company. During the prime time hours (of operation) there is a range of 1500-2000 calls waiting “in que” with customers waiting more than one (1) hour on hold for an agent. Once they get an agent (on the phone), most of the results are sending an email to the local offices for a follow up call in regards to the problem.

    As a former member (and Officer) of that Local, I truly hope that the Call Center is around for a very long time.

  2. Union and NAME of Local/Branch
    APWU - Michigan State Retiree Chapter, Flint MI Area Local Retiree Chapter
    Office held, if any
    Past President Michigan State Retiree Chapter & Former Central Region National Retiree Representative (a.k.a. Delegate), past president
    Lots of customer complaints! Wow! I would like to see the category numbers for specific areas of complaint. Might back up what we’ve said for years as USPS management has reduced and eliminated mail delivery standards, delay of mail being rampant.

    That said; It’s all well and good to service our customers. The goal should be to I.d. specific complaints and to eliminate them, not to salve the customer. Tell it like it is. We’re understaffed!

    I first want to know if Mr. Moya is an APWU bargaining unit employee (given his apparent supervisory duties), and if a bona-fide bargaining unit employee having ‘risen’ from a PSE, is Mr. Moya a member of the APWU?

    I’m concerned by the usage of the term; “teams” in this article. I certainly hope this isn’t a backdoor to establishing an “Employee Involvement/Quality of Worklife” (EI/QWL) that APWU banished in 1984. Pardon me for being cautious.

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