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 Specialist, GS-301-9

Department:Department Of Homeland Security

Agency:Federal Emergency Management Agency

Job Announcement Number:MG-2013-02222-SLC-867160COR

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

The contents of the announcement can still be viewed.

SALARY RANGE:

$50,154.00 to $65,196.00 / Per Year

OPEN PERIOD:

Friday, March 29, 2013 to Friday, April 05, 2013

SERIES & GRADE:

GS-0301-09

POSITION INFORMATION:

Full Time - Temporary NTE 2 Years

PROMOTION POTENTIAL:

9

DUTY LOCATIONS:

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

JOB SUMMARY:

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.

KEY REQUIREMENTS

  • 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:

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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:

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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


BENEFITS:

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DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules; telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and developmental opportunities. For more information, go to www.dhs.gov/careers and select “benefits.”



OTHER INFORMATION:

This announcement may be used to fill one or more vacancies.



HOW TO APPLY:

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Your application must be received by 11:59PM EST on Friday, April 05, 2013. 

To begin your online application, click the Apply Online button and follow the prompts to register or sign into USAJOBS, take the online questionnaire, and submit the required documents. See Required Documents section for more detail.

We strongly encourage you to apply online. If you cannot apply online, you may FAX your résumé, assessment questionnaire, and supporting documents to (478) 757-3144. You must print a copy of OPM Form 1203-FX, document your responses to the assessment questionnaire View Occupational Questionnaire and use the official FAX coversheet found here.



REQUIRED DOCUMENTS:

  1. Your résumé
  2. Your responses to the job questionnaire View Assessment Questions
  3. Are you qualifying based on education?  Submit a copy of your college transcript (unofficial is acceptable) or a list of coursework with hours completed. Those with foreign education, click this link
  4. Are you a current or former Federal employee?  You are encouraged to submit a copy of your most recent SF-50, Notification of Personnel Action, that shows your current/former grade and step.

AGENCY CONTACT INFO:

Sherry Cook
Phone: (800)879-6076
TDD: (800)877-8339
Email: SHERRY.COOK@FEMA.DHS.GOV
Agency Information:
DHS FEMA HCD Talent Acquisition and Processing
PO Box 9900
Winchester, VA
22604

WHAT TO EXPECT NEXT:

Once you submit your application, we will assess your experience and training, identify the best qualified applicants, and refer those applications to the hiring manager for further consideration and interviews. We will notify you by email after each of these steps has been completed. Your status will also be updated on USAJOBS throughout the process. To check your status, log on to your USAJOBS account, click on “Application Status,” and then click “More Information.” We expect to make a final job offer within 30 days after the deadline for applications. If you are selected, we will conduct a suitability/security background investigation.

For more information on applying for Federal employment, please click here


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Job Announcement Number:

MG-2013-02222-SLC-867160COR

Control Number:

340684900