Customer Support & Communication Program Specialist

Job TitleJob Description HelpCommunicate professionally and effectively with consumers and others regarding meat, poultry, and egg product storage, handling, safety, labeling, and other areas related to FSIS's mission. Serve a variety of specialized publics with diverse needs and characteristics, focusing on wholesomeness, food safety, storage, nutrition, and labeling. Provide information and resources to customers, using sound judgment to tailor responses to each customer's unique needs, state of mind, and types of questions. Utilize previously cleared language and Knowledge Articles (KAs) in knowledge management software (e.g., Salesforce) to ensure responses are timely, accurate, consistent, and in plain language. Stay adaptable to changes in tools and methods, actively participate in training, and help capture and report hotline metrics. Assess and streamline efficiency and effectiveness of Hotline operations, appraise methods and techniques against metrics, and recommend improvements. Identify knowledge gaps, collaborate with senior staff and Salesforce Points of Contact (POCs) to draft, establish, and update KAs, ensuring new or missing information is clearly identified. Resolve calls about these subjects, track consumer trends, and ensure the team is trained and prepared for evolving inquiries. Recommend methods for promoting the Hotline to target audiences, assist in developing outreach to media outlets and platforms, and act as liaison with food science professionals. Take on additional tasks assigned to support the overall mission and effectiveness of the Food Safety Education Staff and Hotline.