This position is located at the Charles George Veterans Affairs Medical Center (VAMC) within Veterans Integrated Service Network 6 (VISN 6), Asheville, NC, under the office of Health Administration Service. The incumbent is responsible for assisting in developing, implementing, coordinating, and evaluating a comprehensive Telephone Customer Service program within the medical center and three Community-Based Outpatient Clinics (CBOC).

Duties

Duties include: Develop, implement, and monitor actions for improving telephone customer service and satisfaction based on review of national survey results, community survey results, internal survey results and focus groups. - Design and conduct actions and initiatives incorporating measurable results to be used to address complex telephone customer service issues. - Track, trend and interpret telephone related customer data to identify trends of problem areas and make recommendations regarding methods, practices, and procedures to address problem resolution. - Work with the Pentad and other senior leaders to develop, in collaboration with the facility Chief, Veteran Experience Officer and Employee Education staff, telephone customer service training for all employees. - Implements mechanisms to evaluate impact of training and areas for further development. - Work with multiple workgroups to facilitate the telephone customer service initiatives approved by the Medical Center Director. - Provide expert advice to medical center leadership, facility committees and front line staff in effective ways and behaviors that improve telephone customer satisfaction. - Evaluates current VAMC telephone system processes to distinguish customer service process problems and to propose solutions. Work Schedule: M-F 7:30 AM-4:00 PM Telework: Ad hoc as determined by management Position Description/PD#: Program Specialist (Telephone & Sharepoint Customer Service Specialist)/PD044620

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/17/2024. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-08. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of management principles, as it relates to telephone customer service goals and standards of analysis and evaluation, along with knowledge of standardized administrative practices and procedures to conduct studies; sufficient to monitor actions for improving telephone customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups; and track and trend customer data to identify problem areas, and make recommendations.Expertise in the field of telephone customer service relating principles and benchmarks for performance measures and goals to those of the facility and VISN, in order to effectively work with VA employees at all levels within the VAMC including key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of telephone system problems that impede internal and external customer service. Knowledge and clear understanding of the performance improvement principles. You will be rated on the following Competencies for this position: Administration and ManagementCustomer Service Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: ??????? For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Charles George VA Medical Center 1100 Tunnel Road Asheville, NC 28805 US
• Name: James Shehan
• Phone: 828-318-7370
• Email: [email protected]