About the Position: Serve as a Cemetery Administration Specialist and focused on Quality Control and Case Escalation at Arlington National Cemetery. Provide management of the Customer Care Support Center (CCSC) and associated Contracting Office Representative duties by facilitating resolution of escalation and active case inquiries transferred from the CCSC to Interment Services (IS).

Duties

Provide management of the Customer Care Support Center (CCSC) and associated Contracting Office Representative duties. Facilitate resolution of escalated calls and active case inquiries transferred from the CCSC to Interment Services (IS). Return incomplete or inaccurate records to Supervisory Cemetery Administrators and Cemetery Representatives for correction. Monitor the overall management of calls transferred to IS to ensure timely and accurate response is provided. Evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). Provide monthly reports to IS leadership on trends or issues brought up by families to find ways to improve. Review, approve, and send confirmation documents to Primary Next of Kin (PNOK), Person Authorized Direct Disposition (PADD), Funeral Homes, and Honors provider.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. 30 Percent or More Disabled VeteransCurrent Department of Army Civilian EmployeesCurrent Department of Defense (DOD) Civilian Employee (non-Army)Domestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferPeople with Disabilities, Schedule APriority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligiblePriority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability RetirementPriority Placement Program, DoD Retained Grade Preference EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or experience requirements described below. 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; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. GS-11 Specialized Experience: One year of specialized experience which includes providing customer support within an organization; reviewing records such as Burial Case Records for accuracy and compliance with regulatory requirements; monitoring a call management system; and reviewing discharge documents such as DD Forms 214 or similar to determine veteran's eligibility. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). OR Education: Ph.D or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: Public Communications, Political Science, Psychology, Counseling, and/or Funeral Services. OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages. You will be evaluated on the basis of your level of competency in the following areas: Attention to DetailCustomer ServiceWritten Communication GS-11 Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-09).

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address HT-W1C9AA ARMY NATIONAL MILITARY CEMETERIES DO NOT MAIL Arlington, VA 22211 US
• Name: Army Applicant Help Desk