Who may apply: This announcement is open to current, permanent DFAS employees in the competitive service and current DFAS VRA employees in the local commuting area and eligible DoD PPP Military Spouse preference applicants.

Duties

Randomly monitors Contact Representatives’ (CRs) contact with customers (calls and electronic messages) to ensure accurate information is delivered in a professional manner. Prepares critique sheets and scores interactions in accordance with industry standard calibration methods and submits to management. Performs analysis of Customer Operations procedures, responses to customers, and customer feedback, to recommend and develop modified or new methods of addressing customer issues and improving the customer service program. Continuously collects data to inform and educate management about customer perceptions and the patterns of change. Uses multiple research approaches to gather customer feedback information about Customer Care Center performance and service delivery.

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-6) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: Monitoring and evaluating Customer Representatives contact with customers. Analyzes procedures and feedback to develop new methods of improving the customer service from Contact Representatives to customers and reports findings to management. Help resolve customer inquiries in a call center environment by applying financial regulations, policies, and procedures to research customer issues. 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. Applicant must have served 52 weeks as a GS-6 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

Substitution of Education for Experience: One full year 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 - CUSTOMER CARE CENTER - CLEVELAND 1240 E. 9th Street Cleveland, OH 44199 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]