Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees and eligible Priority Placement Program DoD Military Spouses Preference applicants. This announcement will be used to fill positions with an entry grade and target grade of GS-08 at the full performance level of GS-08. The GS-08 salary range is $56,607 to $73,587.

Duties

Serves as a Supervisory Customer Service Representative in a Customer Care Center. Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informal appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by subordinate employees when issues cannot be resolved. Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.

Requirements

• Must be a U.S Citizen or National
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment
• Time after Competitive Appointment: Candidates must have served 3 months after latest competitive appointment in the Federal service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Time in Grade Requirement - see the Qualifications field below for more details.
• Obtain/Maintain Financial Management Certification

Qualifications

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-07) within the federal service, which demonstrates the ability to perform the duties of the position, is required. For GS-08: Specialized experience at the GS-07 grade level is defined as interpreting and applying pay regulations, policies, and procedures to research and resolve the most complex, time-sensitive and highly visible customer problems; determining solutions and explaining technical pay regulations, procedures, and outcomes to customers; implementing standard operating procedures to improve processes. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 or higher grade in Federal Service. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

GS-08 Substitution of Education for Experience: Eighteen (18) months of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Contacts

• Address DFAS - ACCOUNTING OPERATIONS - COLUMBUS 3990 E. Broad Street Columbus, OH 43213 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]