Supervisory Customer Services Specialist

Summary

This position is part of the Department of War (DoW), War Media Activity (WMA). The incumbent will be responsible for managing facilities and infrastructure. Working with leadership from other WMA components and directorates to ensure accountability and facility support for all personnel at the Tobyhanna, Pennsylvania location..

Duties

As a Supervisory Customer Services Specialist at the GS-0301-12 some of your typical work assignments may include: Oversee customer service and quality control requirements for multimedia distribution. Supervises staff managing work assignments, evaluating performance, resolving grievances, and approving leave/timecards. Conducts complex data analysis on customer service queries, DVIDS content performance, and usage trends; plans and executes customer outreach surveys to optimize service delivery. Tracks monthly and quarterly expenditures, prepares annual budget estimates, and manages critical operational agreements including MOAs, MOUs, and ISAs. Senior troubleshooter and customer advocate, intervening to resolve highly complex customer complaints and coordinates cross-regional transactions. Site coordinator and security manager coordinating facility maintenance, security protocols, and operations. Qualifications

You may qualify at the GS-12, if you fulfill the following qualifications: A. One year of specialized experience equivalent to the GS-11 grade level in the Federal service: Serving as the enterprise-wide authority for agency customer contact processes, establishing business rules, quality assurance standards, and standard operating procedures within the agency enterprise Customer Services Management System (JIRA) tracking system to ensure consistent service delivery across multiple help desk platforms. Managing Defense Visual Information Distribution Service (DVIDS) operations, budgets, and interservice agreements (ISAs/MOUs), conducting quality assurance surveillance, and analyzing customer metrics to optimize operational resource allocation and strategic program development. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level. All materials must be submitted by the closing date of the announcement. How You Will Be Evaluated

Once the application process is complete, your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on this announcement. If you are minimally qualified for this job, your resume and supporting documentation will be compared to your responses on the Occupational Questionnaire. If you rate yourself higher than is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job. If you are found to be among the top candidates, you will be referred to the selecting official for employment consideration. Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics): Competencies: Administration and Management Communications Security Management Customer Service Leadership Interagency Career Transition Assistance Program (ICTAP):This program applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet ICTAP eligibility criteria AND 2) be rated well-qualified for the position AND 3) submit the appropriate documentation to support your ICTAP eligibility. Well-qualified means you possess the type and quality of experience that exceeds the position's minimum qualifications. Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): To receive this preference, you must choose to apply using the (RGP) eligibility. If you are claiming RGP and are determined to be Well Qualified for the position, you will be referred to the hiring manager as a priority applicant. Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible (PPP DoD MRNG):In order to receive this preference, you must choose the (PPP DoD MRNG) eligibility, and fill out and submit the Military Reserve and National Guard Technician PPP Self-Certification Checklist and copies of the appropriate documentation. Priority Placement Program, DoD Military Spouse Preference (MSP) (PPP MSP): In order to receive this preference, you must choose to apply using the(MSP) (PPP MSP) eligibility. If you are claiming MSP (PPP MSP) and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant. Other Information

Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions. Interagency Career Transition Assistance Programs: This program applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet ICTAP eligibility criteria; 2) be rated well-qualified for the position; Well qualified is defined as possessing the type and quality of experience that exceeds the positions minimum qualifications. and 3) submit the appropriate documentation to support your ICTAP eligibility. For more information: https://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements: Persons with Disabilities - Schedule A Special Hiring Authority for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities - Subpart F Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/register/) The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision. NOTE: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment against this vacancy. Selective Service Requirement: Please visit http://www.sss.gov for more information. For more information, please visit https://www.dla.mil/Portals/104/Documents/Careers/downloads/DoDGenAppInfo%2012-1-2020.pdf?ver=ECNbdsHtGilTd3OENN4A0Q%3d%3d Other Notes: Re-employed Annuitant: This position Does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF?ver=LQ7feWw-8-5DI2tceUpmgA%3d%3d This position is subject to an initial drug screening, and random testing thereafter. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment. You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position. Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level).