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

• Be a U.S. citizen or national. Applicants with a Permanent Resident Card are authorized to live and work in the U.S. but are not eligible for employment in positions requiring U.S. citizenship. If selected, proof of citizenship is required.
• Meet the minimum age requirement. See Additional Information.
• Males born after 12-31-1959 must be registered with or exempt from Selective Service.
• Appointment is subject to successful verification of identity and employment eligibility through E-Verify. Learn more about E-Verify, including your rights and responsibilities, at https://www.e-verify.gov/.
• 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.
• Be able to obtain and maintain clearance eligibility based on the appropriate background investigation.
• May be subject to a probationary/trial period.
• Direct deposit of pay is required.
• Transcript(s) must include student name, academic institution, major, earned credit hours, and conferment (if applicable) to be considered for this position.

Qualifications

To be considered for a Recent Graduate appointment you must meet ONE of the following requirements: 1. Complete all requirements for a bachelors, masters, professional, doctorate, vocational, or technical degree or certificate from a qualifying educational institution within the previous two (2) years; OR 2. Veterans who, due to military service obligation, were precluded from applying to the Recent Graduate Program during any portion of the eligibility period described above shall have a full two-year period of eligibility upon release or discharge from active duty. This eligibility period cannot extend beyond 6 years from the date on which the individual completed the requirements of an academic course of study. You must meet the Office of Personnel Management (OPM) qualifications for series 1101 and additional requirements by the announcement closing date. Your resume (and/or transcript if necessary) must clearly show that you have the qualifications described below. You can use experience, education, superior academic achievement, or a combination of experience and education to qualify. Experience: One (1) year of specialized experience equivalent to at least the GS-4 grade level. Experience can be under other Federal service pay systems, private sector, or military. Examples of qualifying experience include: 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. OR Education: One (1) full year of graduate level education; or superior academic achievement. Transcripts are required if relying on education, in whole or in part, or on superior academic achievement to qualify. S.A.A. is based on (1) class standing, (2) grade-point average, or (3) honor society membership. See Required Documents for more information. OR Combination of experience and education. To calculate the combination, divide your total months of experience by 12, then divide your graduate level semester hours by the number of credit hours that the school attended has determined to represent 1 year of full-time study or 18 and add the two percentages. If the total is 100%, you meet the minimum qualifications through a combination of experience and education. You will receive credit for all relevant qualifying experience (paid and unpaid), 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). As part of the online application process, you will respond to a series of questions designed to evaluate your level of experience in the position's competencies (knowledge, skills, abilities, and other characteristics). Overtime: Occasional Fair Labor Standards Act (FLSA): Non Exempt Bargaining Unit Status: Not Covered Obligated Position: No Those retired under CSRS or FERS considered: No. DoD criteria not met. Work environment: The incumbent typically works in an office environment involving everyday risks or discomforts that require normal safety precautions. The work area is adequately lighted, heated, and ventilated. Recruitment/Relocation Incentives Offered: No Telework eligible: Yes as determined by the agency policy Remote work eligible: No

Education

You MUST provide transcripts and/or other documentation to support your educational claims.

Transcripts. REQUIRED when using education to meet qualifications or when education is required.

Foreign education may be qualifying if a private organization specializing in interpreting foreign education programs has deemed the foreign education equivalent to that gained in an accredited U.S. education program or a U.S. accredited college or university has given full credit for the foreign courses.

Unofficial transcripts from U.S. Department of Education accredited colleges, universities, schools, or institutions listing your name, the name of the school, the date and degree awarded, and the list of classes and credits earned are acceptable for the application process. If selected, official transcripts are required before a firm job offer is made. A photocopy of your degree/diploma is not acceptable.

When relying on foreign education, submit transcripts and a copy of the equivalency evaluation results letter with a course-by-course listing. Documents must be in English or include an English translation. The hiring employer for this position does not evaluate degrees from foreign colleges or universities.

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]