Customer Support & Communication Program Specialist

Job DutiesCommunicate professionally and effectively with consumers and others regarding meat, poultry, and egg product storage, handling, safety, labeling, and other areas related to the FSIS mission.Deliver consumer information, advisory services, and resources to a diverse audience with varying 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 categories of questions.Utilize pre-approved Knowledge Articles (KAs) in knowledge management database (e.g., Salesforce) to ensure responses are timely, accurate, consistent, and understandable to the public.Adapt 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 identify areas of improvement.Resolve calls, track consumer trends, and ensure the team is trained and prepared for evolving inquiries.Recommend methods for promoting the Hotline to targeted audiences, assist in developing outreach to media outlets and platforms, and serve as liaison with food science professionals.Take on additional tasks, as assigned, to support the overall mission and effectiveness of the Food Safety Education Staff and Hotline.