Customer Support & Communication Program Specialist

Food Safety and Inspection Service•Urbandale, IA

About The Position

This position is in the Office of Public Affairs and Training (OPAT), Food Safety Education Staff (FSES). The primary mission is to effectively communicate with the public and internal audiences about food safety issues and FSIS programs; to increase citizen participation and behavior changes regarding food safety; and to implement FSIS' mission to reduce the risk of foodborne illness. The role involves communicating professionally and effectively with consumers and others regarding meat, poultry, and egg product storage, handling, safety, labeling, and other areas related to FSIS’s mission. It also includes serving a variety of specialized publics with diverse needs and characteristics, focusing on wholesomeness, food safety, storage, nutrition, and labeling. The specialist will provide information and resources to customers, using sound judgment to tailor responses to each customer’s unique needs, state of mind, and types of questions. Utilizing previously cleared language and Knowledge Articles (KAs) in knowledge management software (e.g., Salesforce) to ensure responses are timely, accurate, consistent, and in plain language is crucial. The role requires adaptability to changes in tools and methods, active participation in training, and helping to capture and report hotline metrics. Additionally, the specialist will assess and streamline the efficiency and effectiveness of Hotline operations, appraise methods and techniques against metrics, and recommend improvements. Identifying knowledge gaps and collaborating with senior staff and Salesforce Points of Contact (POCs) to draft, establish, and update KAs, ensuring new or missing information is clearly identified, is also a key responsibility. The role involves resolving calls about these subjects, tracking consumer trends, and ensuring the team is trained and prepared for evolving inquiries. Recommending methods for promoting the Hotline to target audiences, assisting in developing outreach to media outlets and platforms, and acting as a liaison with food science professionals are also part of the duties. The specialist will take on additional tasks assigned to support the overall mission and effectiveness of the Food Safety Education Staff and Hotline.

Requirements

Must be a US Citizen or US National.
Males born after 12/31/1959 must be Selective Service registered or exempt.
Subject to satisfactory adjudication of background investigation and/or fingerprint check.
Successful completion of one-year probationary period, unless previously served.
Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
Successfully pass the E-Verify employment verification check.
False statements or responses on a resume or application can jeopardize employment and may be grounds for disciplinary action, including removal from Federal service.
If you are selected, you may need to complete a Declaration for Federal Employment (OF-306) prior to being appointed to determine suitability for Federal employment and to authorize a background investigation.
Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below.
To qualify for the GS-9: Applicants must have one year of specialized experience at or equivalent to the GS-7 grade level in the Federal service that demonstrates: Knowledge of commonly accepted customer service and support principles. Basic understanding of and the ability to explain regulatory, scientific, technical, and other food safety and nutrition information in writing and orally. Research on the topics of food safety, storage, nutrition, handling, preservation, packing, and/or labeling of food (meat, poultry, and egg products). Basic knowledge of software applications and systems to access and provide information from pre-approved written and approved knowledge articles.
OR Master's or equivalent graduate degree.
OR 2 full years of progressively higher-level graduate education leading to such a degree.
OR LL.B. or J.D., if related.
OR Combination of education and experience - Your total must equal 100% of the requirement, i.e. if you meet 50% of the education requirement, you must have 50% of the specialized experience requirement. Only education above and beyond the first year of graduate level education will count.
To qualify for the GS-11: Applicants must have one year of specialized experience at or equivalent to the GS-9 grade level in the Federal service that demonstrates: Experience using technical software applications and knowledge-management systems. Serving as a liaison with scientific, regulatory, or food-industry professionals. Ability to exercise independent judgment in resolving complex or sensitive consumer inquiries. Communicating complex regulatory, scientific, or technical information. Providing advanced, authoritative consumer guidance to the general public.
OR Ph.D. or equivalent doctoral degree.
OR 3 full years of progressively higher-level graduate education leading to such a degree.
OR LL.M., if related.
OR Combination of education and experience - Your total must equal 100% of the requirement, i.e. if you meet 50% of the education requirement, you must have 50% of the specialized experience requirement. Only education above and beyond the first two years of graduate level education will count.

Nice To Haves

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.

Responsibilities

Communicate professionally and effectively with consumers and others regarding meat, poultry, and egg product storage, handling, safety, labeling, and other areas related to FSIS’s mission.
Serve a variety of specialized publics with diverse needs and characteristics, focusing on wholesomeness, food safety, storage, nutrition, and labeling.
Provide information and resources to customers, using sound judgment to tailor responses to each customer’s unique needs, state of mind, and types of questions.
Utilize previously cleared language and Knowledge Articles (KAs) in knowledge management software (e.g., Salesforce) to ensure responses are timely, accurate, consistent, and in plain language.
Stay adaptable to changes in tools and methods, actively participate in training, and help capture and report hotline metrics.
Assess and streamline efficiency and effectiveness of Hotline operations, appraise methods and techniques against metrics, and recommend improvements.
Identify knowledge gaps, collaborate with senior staff and Salesforce Points of Contact (POCs) to draft, establish, and update KAs, ensuring new or missing information is clearly identified.
Resolve calls about these subjects, track consumer trends, and ensure the team is trained and prepared for evolving inquiries.
Recommend methods for promoting the Hotline to target audiences, assist in developing outreach to media outlets and platforms, and act as liaison with food science professionals.
Take on additional tasks assigned to support the overall mission and effectiveness of the Food Safety Education Staff and Hotline.

Benefits

Summary Creditable Service for Annual Leave Accrual and Public Service Loan Forgiveness Program are available.
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.

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