Open to United States Citizens Pay for first time hires to the Federal Govt will typically be set at step 1 salary for their respective grade level. This announcement will be used to fill positions at entry grade level of GS-07 with promotion potential at the Full Performance Level GS-08. To view pay rates in a specific location visit the OPM pay tables at https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/

Duties

Serves as a Supervisory Customer Service Representative in a Customer Care Center. Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informal appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by subordinate employees when issues cannot be resolved. Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries. For vacancies filled at less than the full performance level of the position, duties will be developmental in nature.

Requirements

• Must be a U.S Citizen or National.
• Background or Security Investigation - Position Sensitivity and Security Levels may vary and is dependent upon position being filled - see the Additional Information field below for more details.
• Registered for Selective Service (males born after 12-31-1959)
• Suitable for Federal employment.
• Obtain/Maintain Financial Management Certification.
• 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.
• New employees to the Defense Finance and Accounting Service will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov.

Qualifications

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07 level; GS-07 for GS-08 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07: Specialized Experience is defined as applying clear and concise customer service skills used for communicating with customers; developing solutions and/or explaining situations and/or outcomes to customers; interpreting technical materials; resolving problems within automated financial systems. For GS-08:Specialized experience is defined as developing solutions and/or explaining situations and/or outcomes to customers and resolve the most complex, time-sensitive, and/or highly visible customer problems; managing workload and employees; extensive customer service communication skills; enforcing regulations to ensure policies are being adhered to. 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-07, applicants must have served 52 weeks as a GS-06 or higher grade in Federal Service. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 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

GS-07 Substitution of Education for Experience: 1 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. ((One full year of graduate education is the number of hours the school determines to equal one year. If this information is unavailable, 18 semester hours will be used as the standard.) 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).

GS-08 Substitution of Education for Experience: Eighteen (18) months 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 - ACCOUNTING OPERATIONS - COLUMBUS 3990 E. Broad Street Columbus, OH 43213 US
• Name: HR Customer Care Center
• Phone: (317) 212-0454
• Email: [email protected]