Customer Service Specialist

Office of the Secretary of Health and Human Services•Washington, DC

15d

About The Position

This position is with the Department of Health and Human Services, Assistant Secretary for Administration, headquartered in Washington, District of Columbia. The Customer Service Specialist supports employee payroll and personnel services by maintaining data, researching regulations, coordinating discrepancy resolution, and analyzing customer feedback and service metrics. The role requires specialized experience at the GS-9 level or qualifying graduate education, or a combination of education and experience. The announcement closes when 50 applications have been received or at the stated closing date, whichever comes first.

Requirements

U.S. citizenship is required.
Males born after December 31, 1959, must be registered for Selective Service or exempt.
Must be suitable for federal employment and meet time-in-grade restrictions by the announcement closing date.
Appointment is subject to successful completion of a background security investigation and favorable adjudication.
Must meet all qualification requirements by the announcement closing date.
Qualifying experience route: one year of specialized experience equivalent to at least the GS-9 level, including payroll and customer service support using the Defense Civilian Payroll System (DCPS); applying federal payroll regulations and policies; coordinating to investigate discrepancies, maintain records, and implement corrections; and analyzing service trends and supporting improvements, testing, training, and knowledge management.
Education route: a master's or equivalent graduate degree, two full years of progressively higher-level graduate education leading to such a degree, or a related LL.B. or J.D.; alternatively, a combination of education and experience meeting 100% of the requirements.
Applicants must document employment dates and, for part-time experience, hours worked per week. Relevant experience outside an employee's official position may require supporting documentation.
Foreign education used to qualify must be evaluated as equivalent to U.S. accredited education or receive full credit for courses at an accredited U.S. college or university.
Applicants may receive credit for qualifying paid and unpaid experience, including volunteer work; part-time experience must include average weekly hours and beginning and ending dates.
A financial disclosure statement may be required.
Applicants selected are subject to reasonable-suspicion and post-accident drug testing upon hiring.

Responsibilities

Enter and update employee or payroll-related information in automated personnel or payroll systems, verifying data accuracy and completeness.
Research, analyze, and interpret personnel and pay laws, regulations, policies, and procedures to support compliance and resolve customer issues.
Coordinate with payroll providers, internal staff, human resources staff, supervisors, and other stakeholders to investigate and resolve personnel and payroll discrepancies and ensure accurate processing.
Gather and analyze customer feedback, survey data, and service metrics to identify trends and support customer satisfaction initiatives.
Support process improvements, system testing, training, and knowledge management initiatives.