Customer Account Coordinator

Summary

As a Customer Account Coordinator, you will inform customers regarding GSA's GO.gov and GSA Travel Shared Services and explain GSA travel & expense policies and procedures, proposed changes, and any potential impact. Location of position: GSA, FAS, Office of the Commissioner, Travel, Transportation & Logistics Category, Office of Travel, Employee Relocation and Transportation, GO.gov Division. We are currently filling one vacancy, but additional vacancies may be filled as needed.

Duties

Position can be filled in any of the following locations: Washington, DC; Kansas City, MO; Fort Worth, TX; Lakewood, CO; and Tacoma, WA. As a Customer Account Coordinator you will perform the following duties: Helps develop, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of GO.gov and Travel Shared Services, the customer, and GSA to achieve agencies' service objectives. Liaison between the customer and GO.gov vendor and/or other travel programs to provide strategic advice and direction to agency and stakeholder representatives. Collaborate with the travel and GO.gov stakeholders to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs and to communicate service benchmarks and share best practices. Works with higher grade specialists to develop and maintain a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs. Develop relationships and partnerships within travel business lines to leverage talent, enhance innovation, minimize misunderstandings, and build awareness of account management. Implements, measures and monitors account strategies and business opportunities to ensure strategies and opportunities are successfully implemented at the national level and, where appropriate, within the regions, to achieve account plan goals. Help facilitate the development of solutions, options and recommendations, working with GO.gov stakeholders and the customers to identify and implement a satisfactory solution. Promote initiatives designed to continuously improve the economy, efficiency and effectiveness of GO.gov services. Researches customer issues and customer service complaints to develop a comprehensive and impartial understanding of the problem(s), the history, root causes, and the impact on both the customer and GSA. Determine when to elevate issues to senior leadership. Conduct research in GO.gov & Travel Shared Services to understand the customer's mission and business drivers and assesses factors which may impact its travel & expense needs nationwide. Provides accurate, reliable and timely information in response to customer questions and requests, including regular progress updates and oversight to ensure that the solutions are being implemented as agreed to and effectively resolving the problems or issues identified. Requirements

If selected, you must meet the following conditions: Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non­Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service. Serve a one year probationary period, if required. Undergo and pass a background investigation (Tier 4 investigation level). Qualifications

For each job on your resume, provide: the exact dates you held each job (from month/year to month/year) number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume. The GS-13 salary range starts at $108,173 per year. Locality will be determined based on duty location. To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service. Specialized experience is: Reviewing customer travel accounts utilizing an automated system such as: GO.Gov or like system to ensure compliance with organizational goals; Using qualitative and quantitative information from various sources to analyze travel or shared service issues and/or suggest customer-focused solutions; AND Recommending solutions utilizing project management tools to resolve discrepancies with customer travel accounts.

How You Will Be Evaluated

A panel of Subject Matter Experts (SMEs) will review the application of qualified candidates and assign a score for each of the five required Knowledge, Skills, and Abilities (KSAs) based on the experience documented in the resume and narrative responses. Skill in developing and maintaining collaborative relationships at various tactical and strategic levels within business line customers and stakeholders to build strategic relationships, achieve common goals, and to resolve sensitive issues. Skill in developing and leading integrated teams that accomplish goals and contribute to team performance and success. Skills applying a wide range of qualitative and/or quantitative methods for assessing and improving strategic customer relationships, and for interpreting and applying complex legislative, policy and regulatory decisions. Skill in gathering information from various sources, consulting with customers, stakeholders and technical experts and exercise analytical thinking to solve key business challenges across key travel stakeholders, products, and services to meet customer workplace needs. Skills using project management schedule software and tracking tools for logging and reporting status on issues, actions, and risks and analyzing information for stakeholders and collaborators. Demonstration of these KSAs must be supported by your application. Applicants should also make note of each KSA, as you will be asked to address them later in the application process. Consideration will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). You should list any relevant performance appraisals and incentive awards in your resume so that information will be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation. If you are eligible under the Interagency Career Transition Assistance Plan (ICTAP) or GSA's Career Transition Assistance Plan (CTAP), your resume must clearly demonstrate experience in at least 3 of the 5 required Knowledge, Skills, and Abilities (KSAs) to receive priority consideration. You may preview questions for this vacancy. Benefits

You will have access to many benefits including: Health insurance (choose from a wide range of plans) Life insurance coverage with several options Sick leave and vacation time, including 11 paid holidays per year Thrift Savings Plan (similar to a 401(k) plan) Transit and child care subsidies Flexible spending accounts Long-term care insurance Training and development Other Information

Candidates will not be hired based on their race, sex, color, religion, or national origin. Applicants are encouraged to make their resume searchable in their USAJOBS.gov profile. This will allow Federal hiring specialists and hiring managers across agencies to find their resume as part of agency recruitment campaigns or staffing searches. If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency or visit GSA's webpage. Relocation-related expenses are not approved and will be your responsibility. Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area as needed; through other means; or not at all.