In accordance with the Clerk Craft Jobs Memorandum of Understanding (MOU) in the 2010-2015 Collective Bargaining Agreement, Corporate Call Centers must be established and staffed by Clerk Craft employees no later than May 23, 2013.

The USPS has determined there will be three Customer Care Call Center locations with at least 1,100 Clerk Craft duty assignments, including a mix of 70 percent career and 30 percent rehabilitation-status employees. Each call center location shall become part of the bid cluster for the postal nearest installation.

The centers will be in Troy, MI, with a career clerk complement of 170, scheduled to open Oct. 1, 2012, and Los Angeles, with a career clerk complement of 485, scheduled to open January to February 2013. A third site, to be determined, with a career clerk complement of 445, is scheduled to open March 2013.

There will be three Standard Job Descriptions for Customer Care Agents. PS-4 agents will be responsible for first call resolution; PS-5 agents will handle research and call backs, and PS-6 agents will be subject-matter experts and assist other agents. Agents will receive standardized training. The APWU has requested a meeting at the headquarters level to ascertain the proper level of the duty assignments.

Jobs will be posted for bid and awarded to senior-qualified employees. Residual vacancies will be withheld under existing withholding orders and filled by excess clerks within the commuting area through seniority preference and through eReassign . Jobs also will be filled with rehabilitation employees in accordance with the MOU.

The hours of operation of the centers will be 8 a.m. to 8:30 p.m. ET, Monday through Friday, and 8 a.m. to 6 p.m. ET on Saturday. The centers will be closed on Sundays and holidays.

The Call Centers will provide an excellent opportunity for limited duty/rehabilitation employees to bid on duty assignments within their medical restrictions, including employees who currently may be in an Injured-on-Duty (IOD) LWOP status.