See below for important information regarding this job.

Duties

Serves as a team member within a Customer Relationship Management (CRM) Cell or segment support team (training, overseeing workload and briefing internal/external customers). Serves as the primary customer facing point of contact for the Order Fulfillment process. Works with the customer in identifying their fuel requirements and solving or coordinating timely resolution of customer orders/support problems. Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA Energy capabilities. Works with internal and external organizations to resolve customer issues and develop solutions for new fuel requirements or emergency customer support.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Set Schedule
• Security Requirements: Non-Critical Sensitive with Secret Access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Bargaining Unit Status: No
• Financial Disclosure Requirement: Required
• Pre-Employment Physical: Required
• Expeditionary Civilian (EC): Emergency Essential
• Defense Acquisition Workforce position: Must complete DoD certification and other requirements. See Additional Info.
• This is a Mission Essential (ME) position: The incumbent may be required to report to work in the event of a natural disaster, inclement weather, or crisis.
• You will be a Mission Essential employee.: This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility.
• Subject to Overseas Rotation Agreement, Tour Length: Yes, 36 months (https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025v1230.pdf )

Qualifications

To qualify for a Customer Account Specialist, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military, or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Serving as the primary point of contact for Order Fulfillment, identifying customer needs, coordinating resolution of customer orders, and solving support problems. Implementing guidance for policies, practices, and procedures developed to resolve recurring problems and/or improve customer service. Conducting detailed program reviews for evaluating, advising and improving customer service/support programs reviews related to Enterprise Business Systems (EBS) problems and various other customer issues. 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). 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. Emergency Essential: This is an Expeditionary Civilian (EC) position, and the incumbent will be designated as Emergency Essential (EE). In the event of a crisis situation, the incumbent may be required to deploy via temporary reassignment or be required to stay in place to support contingency operations. The incumbent may be required to take part in readiness exercises. This position cannot be vacated during a national emergency or mobilization without seriously impairing the capability of the organization to function effectively; therefore, the position requires the incumbent to be screened from military recall. Military Reservists selected for an EC position must arrange for removal from the reserve component prior to appointment to an EC position. This requirement must be met prior to placement in an EC position. Positions identified as EE are subject to deployment to combat support situations. Deployment will be via Temporary Duty (TDY) orders. Deployment may entitle the employee to additional monetary compensation dependent upon the deployment location. Additional allocations are based on the Department of State's determination of a combat zone.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Contacts

• Address DLA Energy 8725 John J Kingman Rd Fort Belvoir, VA 22060-6222 US
• Name: Ashley Mitchell
• Phone: 717-770-4559
• Email: [email protected]