Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees within Rome, NY and eligible Priority Placement Program DoD Military Spouses Preference applicants. This announcement will be used to fill positions with an entry grade of GS-6, or GS-7 with a target grade of GS-7. The minimum salary for grade GS-6 is $44,117, the maximum salary is $57,354. The minimum salary for grade GS-7 is $49,025, the maximum salary is $63,733.

Duties

Randomly monitors Contract representative (CRs) contact with customers (calls and electronic messages) to ensure accurate information is delivered in a professional manner. Evaluates call and e-mail interactions using established guidelines and appropriate systems. Performs analysis of Customers 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. Communicates ongoing training needs to Customer Contact Center’s management. Assists in developing customer service program goals and surveys to measure customer satisfaction, and to recommend improvements. Uses multiple research approaches to gather customer feedback information about Customer Contact Center performance and service delivery. Duties will be developmental in nature when the position is filled below the full performance level.

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

This announcement may be used to fill positions across all mission areas and at higher level security designations. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-5 for GS-6 level; GS-6 for GS-7 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required. For GS-6: Specialized Experience at the GS-5 level is defined as assisting in the review and evaluation of contact center or customer service programs; gathering data to assist in identifying operational strengths, weaknesses, and effectiveness of internal controls; and providing recommendations to improve customer service delivery. For GS-7: Specialized Experience at the GS-6 level is defined as conducting reviews and evaluations of contact center or customer service programs; gathering data to assist in identifying operational strengths, weaknesses, and effectiveness of internal controls; and providing recommendations to improve customer service delivery. 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-6, applicants must have served 52 weeks as a GS-5 or higher in the Federal service. To be considered for the GS-7, applicants must have served 52 weeks as a GS-6 or higher in the Federal service.

Education

GS-6 Substitution of Education for Experience: Six months of graduate education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. 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).

GS-7 (1-grade interval) 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 - FINANCE OPERATIONS - ROME 325 Brooks Road Rome, NY 13441 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]