This position is in the Consumer Inquiries and Complaints Division {CICD or Division), Consumer and Governmental Affairs Bureau {CGB), Federal Communications Commission {FCC or Commission) located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID.   THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS. 

Duties

The incumbent is responsible for coordinating, processing, and responding to consumer inquiries, complaints, including issue-specific workstreams and analyzing complaints to identify trends and other relevant issues. The incumbent will provide expertise, advice, and guidance to leadership of the Divisionand Bureau on issues related to these specific workstreams. Coordinates, processes and tracks inquiries and complaints including: 1) researching and drafting diverse materials used by CGB to inform the public about communications issues; 2) analyzing complaint data and 2) serving as a point of contact for other Bureaus and Offices on specific complaints and inquiries.

Requirements

• Males born after 12/31/59 must be registered with Selective Service.
• US Citizenship.
• May serve a one year probationary period (if applicable)
• Suitable for employment as determined by a background investigation.
• If selected, a financial disclosure statement may be required.
• Current/former federal employees must provide SF-50 verifying grade/status
• Current FCC employees must provide SF-50 verifying grade & status.

Qualifications

Applicants must meet eligibility and qualification requirements by the closing date of this announcement.  Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement.   Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified.   Specialized Experience GS-13 In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-12 grade level in the Federal service. Specialized experience is defined as follows: 1. Experience applying laws, Federal Regulations, policies and procedures relating to consumer-focused complaints and/or inquires. 2. Experience analyzing complaint data (or other data sets) and presenting trends and analysis to key stakeholders. 3. Experience drafting well written, concise responses to inquiries. 4. Experience interpreting technical, legal, and regulatory requirements. 5. Experience working in customer-service ticketing systems or other platforms to review, analyze, and process data. You will be evaluated for this position on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs): Comprehensive knowledge of, and experience with, Federal, state, Tribal, and Commission legislation and regulatory processes to effectively engage and communicate with consumers and providers on FCC related complaint issues. Ability to analyze complaint data and information, determine its relevance, and timeliness and effectively determine trends and developments. Ability to write and develop a variety of materials both public-facing and internal including materials on complaint analysis and trending issues, fact sheets, scripts, and other educational materials. Ability to lead, manage, and oversee ad-hoc teams to address issue-specific complaint workstreams. PART-TIME OR UNPAID EXPERIENCE: 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.

Contacts

• Address Federal Communications Commission 45 L Street NE Washington, District of Columbia 20554 United States
• Name: Kristin Young
• Phone: 540-303-8108
• Email: [email protected]