1. Ability to communicate effectively, both orally and in writing to communicate policy, procedure, and guideline information to all levels of the organization and to customers. 2. Ability to analyze problems, research potential solutions, and make recommendations for improving efficiency and effectiveness of operations. 3. Ability to use Microsoft Word, PowerPoint and Excel and Postal Service applications. 4. Ability to work cooperatively with customers and co-workers and adapt to varying personalities, situations and perform under pressure of the position. 5. Ability to understand customer perspectives, identify customer needs, and recommend new or enhanced processes to meet or exceed customer expectations. 6. Ability to manage the work of domiciled/off-site staff to meet service objectives, including organizing, scheduling, monitoring, and evaluating the work; providing feedback and facilitating the flow of work-related information.