Customer Service Analyst

Department of State Headquarters • Hot Springs, AR

1d

About The Position

This position is located in a Passport agency or center where the incumbent serves as a Customer Service Analyst responsible for planning and implementing a comprehensive customer service program. Duties include developing customer service programs, policies, and operating methods and procedures for the Passport Services Directorate. The role involves collecting and analyzing customer suggestions and complaints, recommending courses of action, and implementing approved recommendations. The incumbent will also recommend customer service program goals and objectives, draft operating procedures, and participate in agency/center customer service planning. At the GS-12 level, the incumbent performs essentially the same duties as outlined above; however, the scope and complexity of assignments are of less responsibility and independence, and the role receives closer supervision than at the GS-13 level.

Requirements

• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Secret or higher security clearance.
• U.S. Citizenship is required.
• Applicants must meet all the required qualification requirements described below by the closing date of this announcement.
• Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.
• Applicants to the GS-12 Level: Must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position.
• Qualifying specialized experience for GS-12 must demonstrate: Experience participating in the development and implementation of customer service training programs.
• Qualifying specialized experience for GS-12 must demonstrate: Experience evaluating, addressing problems and resolving issues related to customer service delivery.
• Qualifying specialized experience for GS-12 must demonstrate: Experience analyzing and evaluating effectiveness of program operations in meeting customer service goals and objectives.
• There is no substitute of education for specialized experience for the GS-12 position.
• Applicants to the GS-13 Level: Must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position.
• Qualifying specialized experience for GS-13 must demonstrate: Experience developing and implementing customer service training programs.
• Qualifying specialized experience for GS-13 must demonstrate: Experience advising and making recommendations to senior management on goals and objectives to enhance and improve customer service delivery.
• Qualifying specialized experience for GS-13 must demonstrate: Experience planning, evaluating, and collecting data to identify customer service delivery problems or trends.
• Qualifying specialized experience for GS-13 must demonstrate: Experience conducting analysis and preparing written data driven reports on program operations.
• There is no substitute of education for specialized experience for the GS-13 position.
• Applicants must be able to communicate effectively in Spanish, as required by the position (if San Juan, Puerto Rico is selected as a duty location).
• Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Nice To Haves

• Ability to assign, review, and supervise the work of others.
• Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances.
• Ability to adjust to change, work pressures, or difficult situations without undue stress.
• Willingness to consider new ideas or divergent points of view.
• Capacity to "see the job through."

Responsibilities

• Develops customer service programs, policies, and operating methods and procedures for the Passport Services Directorate.
• Collects and analyzes customer suggestion and complaints, recommending courses of action, and implements approved recommendations where appropriate.
• Recommends customer service program goals and objectives.
• Drafts operating procedures.
• Participates in agency/center customer service planning.
• Assigns, reviews, and supervises the work of others.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed