Job Title: Customer Service Specialist, GS-301-9Job Announcement Number: MG-2013-02222-SLC-867160COR
Department: Department Of Homeland Security
Agency: Federal Emergency Management Agency
This position is closed and no longer accepting online applications through USAJOBS.
The contents of the announcement can still be viewed.
/ Per Year
Friday, March 29, 2013 to
Friday, April 05, 2013
SERIES & GRADE:
Full Time -
Temporary NTE 2 Years
2 vacancies in the following location:
Denton, TX United StatesView Map
WHO MAY APPLY:
Applicants who currently live within 50 miles of the TXNPSC in Denton, TX and current FEMA employees
Do you desire to protect American interests and secure our Nation while building a meaningful and rewarding career? If so, the Department of Homeland Security (DHS) is calling. DHS components work collectively to prevent terrorism, secure borders, enforce and administer immigration laws, safeguard cyberspace and ensure resilience to disasters. The vitality and magnitude of this mission is achieved by a diverse workforce spanning hundreds of occupations. Make an impact; join DHS.
When disaster strikes, America looks to FEMA. Now FEMA looks to you. Join our team and use your talent to support Americans in their times of greatest need. The Federal Emergency Management Agency (FEMA) prepares the nation for all hazards and manages Federal response and recovery efforts following any national incident. We foster innovation, reward performance and creativity, and provide challenges on a routine basis with a well-skilled, knowledgeable, high performance workforce.
Who May Apply
- All U.S. Citizens
- For definitions of terms found in this announcement, please click here
This position is ideal for a candidate who has experience in conducting customer service surveys and in assisting in the development and implementation of internal operating procedures to enhance customer satisfaction. This position starts at the salary of $50,154.00 (GS-9 step 1). The full performance level of this position is at the GS-9 level. Apply for this exciting opportunity to be a member of the Customer Satisfaction Analysis Section of FEMA's National Processing Service Center Division, Recovery Directorate!
This position is being announced under FEMA's CORE Program (Cadre of On-call Response/Recovery employees). These positions are authorized under P.L. 93-288 to perform temporary disaster work and are funded from the Disaster Relief Fund. Appointments are excepted service, temporary appointments. This is a 2 year temporary appointment in the Excepted Service.
EMERGENCY ASSIGNMENT: For all nonbargaining unit positions, the following applies: Every FEMA employee has regular and recurring emergency management responsibilities, though not every position requires routine deployment to disaster sites. All positions are subject to recall around the clock for emergency management operations, which may require irregular work hours, work at locations other than the official duty station, and may include duties other than those specified in the employee's official position description. Travel requirements in support of emergency operations may be extensive in nature (weeks to months), with little advance notice, and may require employees to relocate to emergency sites with physically austere and operationally challenging conditions.
Relocation expenses are not authorized for this position.
- You must be a U.S. citizen to apply for this position.
- You must be able to obtain Public Trust background compliance.
- You may be required to undergo periodic drug testing.
- This position may require occasional non-emergency travel.
- Direct Deposit is mandatory.
- Males born after 12/31/59 - Selective Service Registration required.
DUTIES:Back to top
In this position, you complete assignments involving surveying for internal customers and for customer satisfaction of FEMA's external customers to ensure that high quality service is provided to all survey customers. Additional assignments may include:
- Develop procedures and guidance documenting customer contacts in report form.
- Develop customer service measurement tools by disseminating and reviewing customer surveys.
- Analyze customer service survey results to identify program shortfalls.
- Process customer complaints to resolution by performing follow-up to ensure that resolution has been achieved and that supporting documentation is on file.
- Identify staff training needs through analysis of positive and negative results of customer service survey information.
QUALIFICATIONS REQUIRED:Back to top
You qualify for this position at the GS-9 level if you possess one of the following:
A. One full year of specialized experience at or equivalent to the GS-7 federal level. Specialized experience is described as experience in conducting customer service surveys and in analyzing the data collected in order to determine the quality of service to customers and to make recommendations for improving the effectiveness of work methods, procedures and customer service.
B. Have successfully completed the requirements for a Master's degree or equivalent graduate degree OR have 2 full years of progressively higher level graduate education leading to such a degree or L.L.B or J.D. Education or degree must be in a field that is related to the duties of the position. We encourage you to attach transcripts with your application.
C. A combination of higher graduate education and specialized experience that when combined will total one full year. This will be calculated using your resume and unofficial transcripts submitted with your application.
The qualification requirements listed above must be met within 30 calendar days of the closing date of this announcement.
Candidates may substitute education for the specialized experience required to qualify for this position. Please see the above details.
Background Investigation: To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Public Trust as a condition of placement into this position. This may include a review of financial issues, such as delinquency, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs.
HOW YOU WILL BE EVALUATED:
We will review your resume and supporting documentation to ensure you meet the basic qualification requirements. All applicants will be evaluated based on responses to the Job Questionnaire for the announcement. Once the application process is complete, a review of your application will be made to ensure you meet the job requirements. To determine if you are qualified for this job, a review of your resume and supporting documentation will be made and compared against your responses to the occupational questionnaire.
If you are qualified, you may be referred to the hiring manager for consideration and may be called for an interview. To preview the Assessment Questionnaire, click the following link: View Assessment Questions