GSA’s New England Region initiated the Customer Service Representative (CSR) program to advance a positive working relationship with customer agencies and maintain a continuous liaison with building tenants. In response to the National Performance Review and other initiatives, a team was established to restructure the field office operations within the Region to better provide the tenant with quality services at competitive prices. The team chose the CSR approach to bring the property management staff and the tenants they serve together. The CSR is the primary point of contact to customers for property management services within federally owned or leased facilities. Since the program inception, the Region has improved its overall customer satisfaction rating to 83 percent.
For more information, contact Ms. Karen Palladino at (617) 565-5825 or via e-mail at karen.palladino@gsa.gov
