As a Customer Service Manager located in various Service Centers in the PBS, National Capital Region, you will be responsible for staff supervision, business management leadership,  construction/renovation of facilities, real property management operations and maintenance, realty services, and/or physical security activities of buildings and facilities for designated Federal client agencies.We are currently filling one vacancy, but additional vacancies may be filled as needed.

Duties

Develop, implement, and maintain business and management policies, plans, and objectives to plan for, oversee and ensure the provision of quality customer service and support to a diverse customer base by the assessment of customers' needs and satisfaction of customers' expectations. Provide continuing interaction and response to customer needs, requirements, issues, and problems. Provide authoritative advice to the Service Center Director, Office of Facilities Management Director, and the Regional Commissioner (RC) for Public Building Services (PBS) on team activities, planning and execution of facility management programs and initiatives. Direct the utilization of a standardized project status system to monitor the consistency of requests and to analyze trends in the type and level of services provided by the Service Center. Direct the procurement and management of assigned projects, determine priorities, establish required schedules, resolve disputes; and develop and execute procedures to improve program execution, organization of project and program teams, and coordination/integration necessary with other GSA components. Assure establishment and implementation of financial cost control and accounting measures. Represent Service Center projects and programs to numerous officials, groups, and organizations both within and outside of GSA. Resolve problems raised by contractors or client agencies that affect ongoing operations and projects. Maintain contact with customer agencies, local governments, labor groups, interested civic and business groups, etc. Maintain an environment that attracts and retains top-quality personnel, provide matrix management and supervision of teams, deliver operational, administrative, financial, and contracting services for real property operations in support of federal agencies occupying federally owned or leased space. Supervise, direct, manage and coordinate the following activities for designated Federal client agencies in owned and leased space. Plan, direct, and control the real property management operations and maintenance of the buildings under the jurisdiction of the Service Center. Direct all phases of operational activities to assure occupants receive the proper level of building services consistent with occupants, unique requirements and GSA operating policy and procedures.  Serve as the government interface for customer relationships. Promote customer loyalty and ensure customer retention (as actions are anticipated and proactive rather than reactive) and represent customers to assist in positioning PBS service delivery in a balanced fashion for both and customers. Operate as a trusted advisor integral to both PBS and to the customer. Foster and champion customer positions. Represent PBS, National Capital Region (NCR) at high level conferences and meetings with representatives of client agencies, GSA and private industry on matters pertaining to real property operations and maintenance. Provide authoritative advice and information on project and operating status, progress, and/or problems to the Service Center Director and Deputy, the Office of Facility Management Director, and the RC for PBS, NCR, GSA.

Requirements

• 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 Selective Service if you are a male born after 12/31/1959

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. NOTE: Qualifications are based on length and level of experience. Therefore, in addition to describing duties performed, applicants must provide the exact dates of each period of employment (from month/year to month/year) and the number of hours per week if part time. Qualification determinations cannot be made when resumes do not include the required information, so failure to provide this information may result in disqualification.For a brief video on creating a Federal resume, click here. The GS-14 salary range starts at $132,368 per year.  If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.  To qualify, you must have at least one year of specialized experience equivalent to the GS-13 level or higher in the Federal service. Specialized experience is managing programs which includes 1) Developing, planning, executing complex strategies and solutions for internal and external customers as it relates to facility management and real estate; 2) Determining program goals and developing plans for the organization, including identifying resource needs, prioritizing allocation of resources, and accounting for their effective use; and 3) Assigning work to accomplish, assigning work based on priorities, recommending promotions, reassignments, developmental needs, identifies training and resolves employee complaints.

Contacts

• Address GSA, Public Buildings Service General Services Administration Human Resources (CPN) 1800 F Street NW 7th Floor Washington, District of Columbia 20405 United States
• Name: Mary Robinson
• Phone: 202-717-1572
• Email: [email protected]