You are responsible for the completeness and accuracy of your application package. We encourage you to read the entire announcement before starting the application process. Qualifications and requirements must be met by the announcement closing date. This recruitment is subject to restrictions of the DoD referral system for displaced employees. Additional positions may be filled from this announcement up to 90 days after it closes.

Duties

As a Customer Support Coordinator, the incumbent addresses customer comments and inquiries. Surveys, web pages, email, phone calls, and social media platforms. The customer comments or inquiries include comments, questions, and/or complaints that range from common to complex or unusual throughout the commissaries. Incumbent is in routine and recurring contact with military and civilian customers, as well as Commissary Officers, Zone Managers, and subject matter experts (SMEs) at DeCA HQ. Receives customer cases from the Salesforce database. Researches information in the database and/or the internet to draft responses to the customer. Read the entire announcement before starting the application process.

Requirements

• Must be a U.S. citizen or U.S. National.
• Must meet minimum age requirement. See the Additional Information section for more information.
• Male applicants born after December 31, 1959 must be registered with the Selective Service System by the announcement closing date or exempt from registration.
• May be subject to successful E-Verify check. See more information at https://www.e-verify.gov/.
• May be subject to a suitability or fitness determination, based on a completed background investigation.
• Must be able to obtain and maintain security clearance eligibility based on an appropriate background investigation.
• May be subject to a probationary/trial period.
• Direct deposit of pay is required.
• Physical Requirements: Work is primarily sedentary and requires no special physical demands or effort.

Qualifications

See the OPM Qualification Standards for more information. This position is covered under Administrative and Management Positions. To qualify for this position your resume and supporting documents must show that you possess one year of specialized experience equivalent to at least the GS-07 grade level or equivalent to at least GS-07 under other Federal service pay systems, private sector, or military. Experience refers to paid and unpaid experience, including volunteer work done through National Service program (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. Examples of qualifying specialized experience: Addresses customer issues professionally through clear verbal and written communication, supporting customer retention and satisfaction. Apply analytical and evaluative methods and techniques to identify, consider, and recommend resolutions of issues or problems related to a Customer Comment Program or similar program. Uses customer relationship management databases such as Salesforce and Sprout Social or similar. Examine work processes and identify problems relating to customers, collaborate with subject matter experts and leadership to foster a resolution. Additional Requirements that must be met by the closing date: Time-in-grade applies to the promotion of current and former federal employees who hold or have held a permanent GS position in either the competitive or excepted service in the previous 52 weeks, including current employees applying under VEOA. Your application package must contain proof you meet this requirement. See Required Documents for more information. For GS-09: You must have 52 weeks of Federal service at or equivalent to GS-07. Time after competitive appointment. Current federal civilian employees must have completed at least 90 days of federal civilian service since being selected for a non temporary appointment from a competitive examination register of eligibles (an announcement opened to the public) or under a direct hire authority. As part of the online application process, you will respond to a series of questions designed to evaluate your level of experience in these competencies: Customer and Personal ServiceCustomer ServiceDeveloping OthersMinimum Qualifications- GS-09 Overtime: Occasional Fair Labor Standards Act (FLSA): Exempt Bargaining Unit Status: Not Covered Obligated Position: No Those retired under CSRS or FERS considered: No. DoD criteria not met. Work environment: Work is performed in an office setting. Telework eligible: Yes Remote work eligible: No

Education

You may not use education to qualify.

Contacts

• Address DECA HQ 1300 Eisenhower Street Fort Gregg-Adams, VA 23801 US
• Name: DeCA HQ Servicing team
• Phone: 614-692-2331
• Email: [email protected]