Customer service analyst

Summary

This position is located in a Passport agency or center where the incumbent serves as a Customer Service Analyst responsible for planning and implementing a comprehensive customer service program.

Duties

• Develops customer service programs, policies, and operating methods and procedures for the Passport Services Directorate
• Collects and analyzes customer suggestion and complaints, recommending courses of action, and implements approved recommendations where appropriate.
• Recommends customer service program goals and objectives, drafts operating procedures and participates in agency/center customer service planning.

At the GS-12 level, the incumbent performs essentially the same duties as outlined above; however, the scope and complexity of assignments are of less responsibility and independence and receive closer supervision than at the GS-13 level.

Requirements

Conditions of employment Incumbent will be subject to random drug testing. Must be able to obtain and maintain a Secret or higher security clearance. U.S. Citizenship is required.

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement. [If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements:

Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Applicants to the GS-12 Level

Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following:

• Experience participating in the development and implementation of customer service training programs
• Experience evaluating, addressing problems and resolving issues related to customer service delivery
• Experience analyzing and evaluating effectiveness of program operations in meeting customer service goals and objectives

There is no substitute of education for specialized experience for the GS-12 position.

Applicants to the GS-13 Level

Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following:

• Experience developing and implementing customer service training programs
• Experience advising and making recommendations to senior management on goals and objectives to enhance and improve customer service delivery
• Experience planning, evaluating, and collecting data to identify customer service delivery problems or trends
• Experience conducting analysis and preparing written data driven reports on program operations

There is no substitute of education for specialized experience for the GS-13 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities:

• Ability to assign, review, and supervise the work of others;
• Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances;
• Ability to adjust to change, work pressures, or difficult situations without undue stress;
• Willingness to consider new ideas or divergent points of view; and
• Capacity to "see the job through."

Education

Education requirements do not apply to this vacancy announcement.

Additional information

To request a reasonable accommodation for additional time on the timed sections of the assessment, please submit your request using the “Request a Reasonable Accommodation” button within the Assessment Application. For all other reasonable accommodations at the U.S. Department of State, please contact the Office of Accessibility and Accommodations (OAA) at OAA@state.gov. OAA is responsible for reviewing and adjudicating reasonable accommodation (RA) requests for the Assessment Battery being used for this announcement. The following applies to all RA requests: RA requests cover additional time on timed sections only. Applicants submitting a RA request MUST attach supporting medical documentation signed by a licensed, treating medical provider. The documentation should describe the nature, severity, and expected duration of the condition, identify the relevant medical condition or diagnosis, and explain the basis for the requested extension. RA requests that do not contain supporting medical documentation attachments at the time of initial request may be subject to further review. Note: the following documents do not, on their own, qualify for automatic approval of the RA request: Schedule A letters, VA benefits letters, or SSA letters. Applicants MUST submit their application before the vacancy closes, even if pending an accommodation decision. Applicants are encouraged to carefully follow instructions related to medical documentation provided in the vacancy announcement prior to beginning the RA process. Applicants will have 48 hours after their RA request is adjudicated to complete the assessment battery. Scores generated after the allotted timeframe will not be admissible and the applicant will not be considered further for the vacancy. If a different type of RA is needed, please contact OAA directly at OAA@state.gov. If eligible, situational telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions.

Agency & Interagency Career Transition Assistance Program (CTAP & ICTAP):

View OPM’s CTAP & ICTAP eligibility website for more information. You must be rated in the Well-Qualified category and submit supporting documents under the required documents section of this announcement to receive selection priority consideration. To be considered Well-Qualified applicants must: score an 85 or above, meet Minimum Qualifications, and demonstrate proficiency in some, but not all major aspects of the position. Applicants may choose up to three locations for which they may be considered. Applicants who select San Juan, Puerto Rico as one of their preferred duty location must meet the Spanish-language requirement for the position. Applicants must be able to communicate effectively in Spanish, as required by the position. 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. 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. Opens in a new window Learn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.