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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-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: 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. Identifying and implementing operational improvements to enhance customer services and satisfaction. 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.
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.