The Customer Service Manager is responsible for full range of duties and responsibilities which encompass all customer service program in the Sioux Falls VA Health Care System (SFVAHCS), Care in the Community (CITC). The incumbent is a generalist who manages customer service issues and facilitates resolution. This position advocates for patients and is the leader for customer service initiatives within the service such as service recovery; acting on behalf of Veterans and their families

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/29/2024. 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-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. 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. To qualify for this position at the GS-7 level, you must meet one of the following: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: assisting with administrative tasks within a medical facility; preparing responses to correspondence; answering phones; tracking time and attendance; maintaining all paper and electronic files; respond and resolves patient inquiries. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have one full academic year of graduate level education with a major study in a closely related field.. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond a bachelor's degree level education and specialized experience to meet total experience requirements.. To qualify for this position at the GS-9 level, you must meet one of the following: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: assisting with administrative issues within a medical facility; preparing responses to correspondence; answering phones; tracking time and attendance; maintaining all paper and electronic files; respond and resolves patient inquiries; reviews patient files; compiles data and provides reports. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's degree, two full years of graduate education, a J.D. or an LL.B. degree from an accredited college or university may substitute for experience required at this level. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 year graduate level education and specialized experience to meet total experience requirements.. You will be rated on the following Competencies for this position: CommunicationCustomer ServiceInterpersonal SkillsProblem Solving 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Physical Demands: The work is sedentary and occasionally requires carrying of light objects such as files, books and papers; some walking, stair climbing, standing and bending. The work requires frequent travel within SFVAHCS geographical area with potential occasional state and national travel. Work Environment: Work Is performed in an adequately lighted and climate-controlled office setting. Work requires the ability to lead and work within teams. Work requires the ability to communicate effectively verbally and in writing and be receptive to frequent impromptu requests for information from senior leadership on short notice 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

A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 Royal C Johnson Veterans Memorial Hospital 2501 West 22nd Street Sioux Falls, SD 57105 US
• Name: Kelsey Charley-Germain
• Phone: 651-405-5689
• Email: [email protected]