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. Responsibilities 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 Conditions of Employment US Citizenship or National (Residents of American Samoa and Swains Island) Meet all eligibility criteria within 30 days of the closing date Meet time-in-grade within 30 days of the closing date, if applicable Register with the Selective Service if you are a male born after 12/31/1959 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. Education Additional 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.