Job Requirements
Tobyhanna, PA
Secret Polygraph Unspecified
Career Level not specified
Salary not specified
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Job Description
Duties
As a Supervisory Customer Services Specialist at the GS-0301-12 some of your typical work assignments may include:
Requirements
Conditions of employment
You may qualify at the GS-12, if you fulfill the following qualifications:
A. One year of specialized experience equivalent to the GS-11 grade level in the Federal service:
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.
Education
Substitution of education may not be used in lieu of specialized experience for this grade level.
All materials must be submitted by the closing date of the announcement.
Additional information
Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.
Interagency Career Transition Assistance Programs: This program applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet ICTAP eligibility criteria; 2) be rated well-qualified for the position; Well qualified is defined as possessing the type and quality of experience that exceeds the positions minimum qualifications. and 3) submit the appropriate documentation to support your ICTAP eligibility. For more information: .
Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements:
Males born after 12-31-59 must be registered or exempt from Selective Service (see )
The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
NOTE: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment against this vacancy.
Selective Service Requirement: Please visit for more information.
For more information, please visit
Other Notes:
Re-employed Annuitant: This position Does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at:
This position is subject to an initial drug screening, and random testing thereafter. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment.
You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position.
Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level).
As a Supervisory Customer Services Specialist at the GS-0301-12 some of your typical work assignments may include:
- Oversee customer service and quality control requirements for multimedia distribution.
- Supervises staff managing work assignments, evaluating performance, resolving grievances, and approving leave/timecards.
- Conducts complex data analysis on customer service queries, DVIDS content performance, and usage trends; plans and executes customer outreach surveys to optimize service delivery.
- Tracks monthly and quarterly expenditures, prepares annual budget estimates, and manages critical operational agreements including MOAs, MOUs, and ISAs.
- Senior troubleshooter and customer advocate, intervening to resolve highly complex customer complaints and coordinates cross-regional transactions.
- Site coordinator and security manager coordinating facility maintenance, security protocols, and operations.
Requirements
Conditions of employment
- Must be a U.S. citizen
- Males born after 12-31-59 must be registered for Selective Service
- Resume and supporting documents (See How To Apply)
- Suitable for Federal employment, determined by a background investigation
- May be required to successfully complete a probationary period
- Work Schedule: Full Time
- Overtime: Occasionally
- Tour of Duty: Flexible
- Recruitment Incentives: Not Authorized
- Fair Labor Standards Act (FLSA): Exempt
- Financial Disclosure: Not Required
- Telework Eligibility: This position is situational telework eligible
- Must pass a pre-employment drug screening test, and periodic drug screenings thereafter.
- Must possess or be able to obtain and maintain a secret security clearance.
You may qualify at the GS-12, if you fulfill the following qualifications:
A. One year of specialized experience equivalent to the GS-11 grade level in the Federal service:
- Serving as the enterprise-wide authority for agency customer contact processes, establishing business rules, quality assurance standards, and standard operating procedures within the agency enterprise Customer Services Management System (JIRA) tracking system to ensure consistent service delivery across multiple help desk platforms.
- Managing Defense Visual Information Distribution Service (DVIDS) operations, budgets, and interservice agreements (ISAs/MOUs), conducting quality assurance surveillance, and analyzing customer metrics to optimize operational resource allocation and strategic program development.
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.
Education
Substitution of education may not be used in lieu of specialized experience for this grade level.
All materials must be submitted by the closing date of the announcement.
Additional information
Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.
Interagency Career Transition Assistance Programs: This program applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet ICTAP eligibility criteria; 2) be rated well-qualified for the position; Well qualified is defined as possessing the type and quality of experience that exceeds the positions minimum qualifications. and 3) submit the appropriate documentation to support your ICTAP eligibility. For more information: .
Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements:
Males born after 12-31-59 must be registered or exempt from Selective Service (see )
The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
NOTE: Declining to be interviewed or failure to report for a scheduled interview will be considered as a declination for further consideration for employment against this vacancy.
Selective Service Requirement: Please visit for more information.
For more information, please visit
Other Notes:
Re-employed Annuitant: This position Does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at:
This position is subject to an initial drug screening, and random testing thereafter. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment.
You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position.
Status candidates must meet time-in-grade requirements (52 weeks at the next lower grade level).
group id: DODAF