This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Customer Service Manager (DEU-NW)

Department:Department Of The Interior

Agency:Bureau of Reclamation

Job Announcement Number:BR-LC-DE-12-53

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$47,448.00 to $61,678.00 / Per Year

OPEN PERIOD:

Monday, November 05, 2012 to Monday, November 26, 2012

SERIES & GRADE:

GS-0301-09

POSITION INFORMATION:

Full-time - Permanent

PROMOTION POTENTIAL:

09

DUTY LOCATIONS:

1 vacancy in the following location:
Hoover Dam, Boulder City, NV, USView Map

WHO MAY APPLY:

All United States Citizens and Nationals. 

JOB SUMMARY:

Reclamation is a contemporary water management agency. Reclamation is best known for Hoover Dam on the Colorado River, Grand Coulee Dam on the Columbia River and Folsom Dam on the American River. Today we are the largest wholesaler of water in the country and the second largest producer of hydroelectric power in the western United States.
Visit: http://www.usbr.gov.
View our DVD titled "Traditions, Talent, and Teamwork" at: http://www.usbr.gov/pmts/hr/video/

Position is being advertised concurrently under BR-LC-12-127, for status applicants.  If you are interested in applying under both announcement numbers, you must submit application packages for each.

Reclamation is seeking a career professional looking for an opportunity to capitalize on his/her customer service expertise in the tourism industry.  You can make a difference in the West by assisting in meeting increasing water demands while protecting the environment.

Would you enjoy ensuring the safe and efficient operation of Government facilities? 

Here is a great opportunity to join a great organization!

LOCATION:  
Lower Colorado Region, Lower Colorado Dams Office, Visitor Services Office, Visitor Services Group 2, Hoover Dam, Boulder City, NV. For living conditions go to: http://www.bcnv.org

Relocation expenses are not authorized.

KEY REQUIREMENTS

  • U.S. Citizenship or National.
  • Suitable for Federal employment, determined by a background investigation.
  • You must apply online to be considered for this position.
  • Position requires serving a 1 year supervisory probationary period.

DUTIES:

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  • Manages, directs and supervises the internal day-to-day operations of Visitor Services Group 2.
  • Serves as liaison between Visitor Center employees and visitors on matters involving customer service and employee response.
  • Independently follows up and resolves a full range of complaints regarding visitor services, i.e., refunds, tour scheduling, unresponsiveness of employees, equipment malfunctions, etc.
  • Designs and develops customer service surveys to document customer satisfaction.
  • Provides general information to the visiting public and responds to customer complaints and questions.


QUALIFICATIONS REQUIRED:

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You must meet all qualification requirements, including any selective factors by the closing date of this announcement.
To qualify at the GS-09 grade level, you must possess a master's or equivalent graduate degree OR 2 full years of progressively higher level graduate education leading to such a degree OR LL.B. or J.D., if related OR 1 year of specialized experience.

Specialized experience is defined as experience managing or assisting in the management of a customer service program involving a tourist attraction which provides educational, interpretive, historical, or scientific/technical information.  Your experience should demonstrate the ability to provide leadership, guidance and direction to subordinate staff on the resolution of customer service issues.

Supervisory Competencies: Applicants should possess proficiency or the potential to develop proficiency in the following competencies for successful performance of Federal supervisory work:  (accountability, customer service, decisiveness, flexibility, integrity/honesty, interpersonal skills, oral communication, problem solving, resilience, and written communication).  Additional information on supervisory competencies: http://www.opm.gov/qualifications/standards/Specialty-Stds/GS-SUPV.asp 


This vacancy announcement allows substituting education for experience.  You must submit a copy of your college transcript (unofficial copy is acceptable) to support your education if you are substituting education for experience. Transcripts must include the name of the college or university and date the degree was conferred.

Foreign Education:  To receive credit for education completed outside the United States, applicants must show proof that the education has been submitted to a private organization that specializes in interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs.

HOW YOU WILL BE EVALUATED:

Category rating and selection procedures will be used for evaluating this position.  If you meet the basic qualification requirements, your on-line responses to the vacancy assessment questionnaire will be used to determine the quality and extent of your experience, education, training, etc., for placement in one of the following categories:  1)  Best Qualified, 2) Well Qualified and 3) Qualified.  Qualified candidates will be assigned a numerical score on a scale of 70-100 and Veterans with preference will be placed at the top of their respective category.  The assessment questionnaire will take you approximately 30 minutes to complete.
Applicants will be further evaluated on the following "Knowledge, Skills and Abilities (KSAs)" through your resume and responses to the online questions.

KSA 1. Knowledge of customer service principles, practices, and techniques in order to direct and manage a diverse work force.
KSA 2. Ability to resolve conflicts and mediate problems related to customer service.
KSA 3. Ability to present both written and oral information in order to resolve complaints, compose letters, rectify customer complaints, develop policy, design brochures, create customer surveys and informational materials.
KSA 4. Ability to deal effectively with individuals from diverse ethnic, cultural, educational, and geographical backgrounds.
KSA 5. Knowledge of tour guide operations in order to conduct a continuing training program, write individual development plans, critique and evaluate employee performance.
KSA 6. Knowledge of interpretive and communication techniques and the ability to review employee presentations and conduct effective audits.

Your answers to questions will be verified against information provided in your online resume. Be sure that your resume clearly supports the responses to all the questions by addressing experience, education and/or training relevant to this position. You must make a fair and accurate assessment of your qualifications. Applicants who exaggerate or falsify their experience and/or education may be removed from employment consideration.


To preview questions please click here.


BENEFITS:

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Working for the Bureau of Reclamation offers a comprehensive benefits package that includes paid vacation, sick leave, holidays, life insurance, health benefits, and participation in the Federal Employees Retirement System. To explore the major benefits offered to most Federal employees, visit: http://www.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc.



OTHER INFORMATION:

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. For more information visit: http://www.sss.gov

Equal Employment Opportunity: The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

Probationary Period: Placement in this position requires you to complete a one-year probationary period.

Supervisory Probationary Period:  An employee initially appointed to a supervisory position must serve a one-year supervisory probationary period.

Optional Form 306 (OF-306): Before final selection, you will be required to sign and certify the accuracy of the information in your application.  If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be subject to fine, imprisonment, or other disciplinary action.



HOW TO APPLY:

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Applications (resume and assessment questionnaire) for this vacancy MUST be received online BEFORE midnight Eastern Time (Washington D.C. time) on the closing date of this announcement. When you're ready to apply, click the blue APPLY ONLINE button at the top of the page.

This vacancy is being announced through Bureau of Reclamation's Hiring System--HireMe. For more information about the HireMe system and the registration process, visit:  http://www.usbr.gov/pmts/hr/hireme.html.

As part of the on-line application process, applicants may be required to submit supporting documents.  Failure to submit the requested supporting documents may result in your not being considered for this position.

This agency provides reasonable accommodation to applicants with disabilities.  If you need a reasonable accommodation for any part of the application and hiring process, please notify us at the phone number shown at the bottom of this page.  The decision on granting reasonable accommodation will be on a case-by-case basis.



REQUIRED DOCUMENTS:

To be considered for this position, applicants are required to submit a resume that includes dates of employment, specifically years, months, and hours worked per week for each period of experience; an on-line assessment questionnaire; and the following supporting documents, as appropriate:

Transcript(s):  If substituting education for experience, you must submit a copy of your college transcript(s) (unofficial).  If selected, you will be required to provide official college transcripts to verify your educational qualifications prior to reporting for work.

Veterans Preference: If you are entitled to veterans’ preference, you must provide a copy of your Certificate of Release or Discharge from Active Duty, DD Form 214 (DD-214), member 4 copy, and you should indicate the type of veterans’ preference you are claiming on your resume.  Your veterans’ preference entitlement will be verified by the employing agency.

-For 5-point veterans' preference, submit a copy of your DD-214 (Member 4 Copy), or an official statement of service from your command if you are currently on active duty, or other official documentation (e.g., documentation of receipt of a campaign badge or expeditionary medal) that proves your military service was performed under honorable conditions.

-For 10-point veterans' preference, please submit a Standard Form (SF) 15, Application for 10-Point Veteran Preference, DD-214, and the required documentation requested by this form.

For information on veteran's eligibility visit:  http://www.opm.gov/veterans/html/vetguide.asp.  

CTAP/ICTAP Eligibles:  CTAP/ICTAP provides placement assistance to permanent Federal employees who are surplus, displaced or involuntarily separated. Applicants claiming CTAP-ICTAP eligibility must submit a copy of their most recent performance appraisal, proof of eligibility and most current SF-50 noting position, grade level, and duty location with their application.  To be considered under CTAP/ICTAP, applicants must be well-qualified, i.e. meet the minimum qualification requirements, including selective factors, education and experience requirements and score at least 90 on the assessment questionnaire as established, and be able to perform the duties of the position upon entry.  For information on CTAP/ICTAP, visit: http://www.opm.gov/ctap/index.asp.

The following link provides general resume formatting instructions:

http://www.usbr.gov/lc/region/g5000/ResumeFormat.pdf.

AGENCY CONTACT INFO:

Nicole Wilson
Phone: 702-293-8433
Fax: 000-000-0000
Email: nwilson@usbr.gov
Agency Information:
BUREAU OF RECLAMATION
P.O. Box 61470
Attn: LC-5413
Boulder City, NV
89006-1470
US
Fax: 000-000-0000

WHAT TO EXPECT NEXT:

After all application packages have been received, resumes and transcripts will be reviewed to ensure applicants meet the basic qualification requirements. Each applicant who meets the basic qualifications will be further evaluated on the information provided in the Assessment Questionnaire. Best-qualified applicants will be referred to the selecting official. After making a tentative job offer, a suitability and/or security background investigation will be conducted. A final job offer is typically made within 40 days after the deadline for applications. Applicants should monitor their status for positions with the Bureau of Reclamation, by regularly checking their public status notifications in their USAJOBS profile.

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Job Announcement Number:

BR-LC-DE-12-53

Control Number:

330614800