This job is located in the Bureau of Consular Affairs, Passport Services, Western Passport Center (CA/PPT/WPC). The incumbent serves as a Customer Service Analyst responsible for planning and implementing a comprehensive customer service program for the assigned agency or center, and in conjunction with the other regional Customer Service Analysts, plans, designs, and develops customer service programs, policies, and operating methods. TO LEARN MORE ABOUT CONSULAR AFFAIRS, PLEASE CLICK HERE.

Duties

Coordinates comprehensive region-wide customer service programs and operating methodologies for customer service activities designed to ensure that the services provided to passport applicants and their representatives consistently meet expectations Collects and analyzes customer suggestion and complaints, recommending courses of action, and implements approved recommendations where appropriate Provides expert advice and guidance to and participates with the other regional Customer Service Managers and the National Customer Service Program Manager in developing procedural policies Oversees the recruitment and utilization of agents at acceptance facilities throughout the Region and, in conjunction with the other Customer Service Managers nationwide The incumbent may temporarily perform the full range of duties normally associated with the supervision of passport specialists and/or other agency/center personnel

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Secret security clearance.

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.  NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience coordinating comprehensive region-wide customer service programs and operating methodologies for customer service activities Experience providing expert advice and guidance to and participating with the other regional Customer Service Analysts and the National Customer Service Program Manager in developing procedural policies Experience collecting and analyzing customer suggestion and complaints, recommending courses of action, and implements approved recommendations where appropriate Experience overseeing the recruitment and utilization of agents at acceptance facilities throughout the Region and, in conjunction with the other Customer Service Analysts  nationwide Experience performing the full range of duties normally associated with the supervision of passport specialists and/or other agency/center personnel There is no substitute of education for specialized experience for the GS-12 position. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience serving as the point of contact for all customer service programs, issues, and opportunities in the agency/center of assignment Experience analyzing and evaluating, on a quantitative and qualitative basis, the effectiveness of operations, procedures, and policies in meeting established passport agency/center customer service goals and objectives Experience providing guidance to passport specialists as needed to assure that accurate and authoritative advice, assistance, and instruction is provided to acceptance agents Experience participating in a significant manner in developing policies and operating methodologies to recruit and select passport specialists in key or underserved locations, and to develop, improve and institutionalize training programs for new specialists and provide refresher training for experienced specialists Experience as a subject matter expert on the full range of customer service matters, the incumbent develops and implements customer service-related training programs within the region for passport agency employees, managers, and acceptance agents, modifying established training programs as needed, to meet the particular characteristic customer service needs of the region There is no substitute of education for specialized experience for the GS-13 position.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State 600 19th Street, N.W. Attn: CA/EX/HRD Washington, District of Columbia 20520 United States
• Name: Eddie Williams
• Phone: 771-204-4721
• Email: [email protected]