As a Customer Service Manager, you will be responsible for staff supervision, business management leadership, management, direction, communications, and control of construction/renovation of facilities, real property management operations and maintenance. This position is located in General Services Administration, Public Buildings Service, National Capital Region. At this time we are only filling one vacancy, however additional vacancies may be filled from this announcement 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. Validate and improve programs provided by the Service Center to client agencies. 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. When required, provide matrix management and supervision of teams comprised of employees permanently assigned to the team and employees from other Service Center teams. Through subordinates, 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

• Meet all eligibility requirements within 30 days of the closing date.
• Meet time-in-grade requirements within 30 days of closing date

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.For a brief video on creating a Federal resume, click here. The GS-14 salary range starts at $139,395 per year.  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 experience directly related to managing lease space, overseeing customer service plans, and ensuring that activities are performed within authorized budgets and allowances.

Education

Contacts

• Address GSA, Public Buildings Service General Services Administration (GSA) Office of Human Resources Management (OHRM) 1800 F Street NW Washington, District of Columbia 20405 United States
• Name: Elvis Zdionica
• Phone: 607-972-4223
• Email: [email protected]