See below for important information regarding this job.
To qualify for a Customer Account Specialist, your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military, or private sector. To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: GS-11 Conducting program reviews to evaluate and improve customer support programs. Making business recommendations based on information in reports and metrics. Providing advice to customers and other personnel regarding new/revised policies, practices, and procedures. Recommending improvements to customer service programs. GS-12 Handling emergency customer orders and projecting customer requirements.- Resolving complex issues related to customer billing and collection; and developing corrective measures. Establishing criteria to measure organizational goals. Accomplishing studies and rendering techniques to quantify results. Building customer relationships to improve customer service/satisfaction. B. Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, you must possess: GS-11 Ph.D. or equivalent doctoral degree, or three (3) years of progressively higher level graduate education leading to a PhD or equivalent Doctorate degree, or LL.M, if related. Such education must be from an accredited college or university, and must demonstrate the knowledge, skills and abilities to do the work. TRANSCRIPTS MUST BE SUBMITTED. GS-12 Education may not be used in lieu of specialized experience for this grade level. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS-11 grade level ONLY, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
If selected at the GS-11 level, the below responsibilities will be performed in a development capacity.
Work as a senior team member within a Customer Relationship Management (CRM) Cell or Segment Support team.
Serve as the primary customer facing point of contact for the Order Fulfillment process.
Serve as a customer advocate and liaison between the Defense Logistics Agency and customers to identify their needs.
Work with the CRM Cell Lead to develop customer service improvements.
Work through organizational groups to resolve the status of an item.
Actively participate in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.