Who may apply: Current permanent DFAS employees in the competitive service, eligible DoD PPP Military Spouse preference applicants, and current DFAS VRA employees.
One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-6) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as: experience gathering records and substantiating documents such as military pay vouchers, reviewing data on various documents and determining the accuracy of financial transactions; gathering and compiling data on operations for management feedback and/or customer briefings. Help resolve customer inquiries in a call center environment by applying financial regulations, policies, and procedures to research customer issues. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. Applicant must have served 52 weeks as a GS-6 or higher grade in Federal Service. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.
Randomly monitors Contact Representatives’ (CRs) contact with customers (calls and electronic messages) to ensure accurate information is delivered in a professional manner.
Prepares critique sheets and scores interactions in accordance with industry standard calibration methods and submits to management.
Performs analysis of Customer Operations procedures, responses to customers, and customer feedback, to recommend and develop modified or new methods of addressing customer issues and improving the customer service program.
Continuously collects data to inform and educate management about customer perceptions and the patterns of change.
Uses multiple research approaches to gather customer feedback information about Customer Care Center performance and service delivery.