As a Supervisory Customer Service Representative, you will be responsible for supervising, planning, directing, coordinating and executing customer service, marketing, analytical and evaluative work.
Location of Position: Federal Acquisition Service, Mid-Atlantic Region, Customer and Stakeholder Engagement Division, Frankfurt, Germany
We are currently filling one vacancy, but additional vacancies may be filled as needed.
Summary
As a Supervisory Customer Service Representative, you will be responsible for supervising, planning, directing, coordinating and executing customer service, marketing, analytical and evaluative work.
Location of Position: Federal Acquisition Service, Mid-Atlantic Region, Customer and Stakeholder Engagement Division, Frankfurt, Germany
We are currently filling one vacancy, but additional vacancies may be filled as needed.
Your application will be considered if you are a:
• GSA employee must be employed in FAS Region 3
• GSA surplus or displaced employees in the local commuting area who qualify for the Career Transition Assistance Program (CTAP)
You must be serving on a career or career-conditional appointment, or under a noncompetitive Special Appointing Authority which provides for conversion to a permanent position in the Competitive Service.
As a Supervisory Customer Service Representative typical duties will include:
Overseas Territory Leadership: Develops and executes the overall strategies, goals, and objectives to deliver results for the entire GSA FAS CASE European/African/Middle East Operations in collaboration with other GSA FAS business lines within and supporting the territory
Acquisition Support: Serves as an expert technical consultant, performing outreach, advising on the best procurement vehicles and assisting with market research. Provides and supports innovative GSA FAS solutions to meet customers’ supply and services requirements complex in nature for DOD and Civilian European/African/Middle East customers
Customer, Account, & Opportunity Management and Outreach: Leads account segmentation and demonstrates understanding of FAS Spend/Non-Spend through proficiency of Tableau Dashboards and other data analytics to drive results. Maintains knowledge of customer markets and current trends in order to develop strategies and plans to support business needs. Meets with customers within the territory.
Building Coalitions: Grows the industrial base within FAS-led Categories through partnerships with vendors as well as internal GSA FAS subject matter experts and business lines.
Leadership and Communication: Performs first level supervisory responsibility over a small staff and contractor while managing the R3 Customer Service Office Europe located remotely and in a different time zone than Philadelphia Regional Office Building, necessitating a need for expertise in communicating in a virtual world using various mediums.
US Citizenship or National (Residents of American Samoa and Swains Island)
Meet all eligibility criteria within 30 days of the closing date
Meet time-in-grade within 30 days of the closing date, if applicable
Register with the Selective Service if you are a male born after 12/31/1959
Sign overseas employment and transportation agreement
If selected, you must meet the following conditions:
Due to COVID-19, the agency is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement within 45 days. At that time, you may be eligible to request to continue to telework one or more days a pay period depending upon the terms of the agency’s telework policy.
Receive authorization from OPM on any job offer you receive, if you are or were (within the last 5 years) a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.
Undergo and pass a background investigation (Tier 5 investigation level). You must be granted this clearance before you can start the job.
Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security’s e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position
Serve a one year supervisory or managerial probationary period, if required
Be able to work frequent overtime
Have a valid driver's license
If you are selected for this overseas position, you must pass a medical exam or provide a recent (within the past 60 days) medical certificate prior to your start date.
You must have a passport before we can set a start date for you. You must also obtain a VISA before going overseas.
If you are selected, you must sign both an overseas employment and transportation agreements.
Submit to periodic and random drug testing where a urinalysis will be used to screen for illegal drug use. A negative test result is required before you start.
Qualifications
For each job on your resume, provide:
the exact dates you held each job (from month/year to month/year)
number of hours per week you worked (if part time).
If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.
For a brief video on creating a Federal resume, click here.
The GS-15 pay salary range starts at $112,890 per year. Locality pay does not apply in the overseas area. Locality rates of pay will not be used for pay setting when transferring to the overseas area.
To qualify, you must have at least one year of specialized experience equivalent to the GS-14 level or higher in the Federal service.
Specialized experience is defined as: develops and directs customer service and marketing campaigns and initiatives; performs research to expand client base and to increase market share; operates as the liaison between GSA and client agencies; collaborates with vendors, suggests and develops policies for implementation, procedures and practices for acquisition
Additional vacancies may be filled from this announcement as needed; through other means; or not at all.
Locality pay does not apply in the overseas area. Locality rates of pay will not be used for pay setting when transferring to the overseas area.
If you are selected for this overseas position, you must pass a medical exam or provide a recent (within the past 60 days) medical certificate prior to your start date.
You must have a passport before we can set a start date for you. You must also obtain a VISA before going overseas.
If you are selected, you must sign both an overseas employment and transportation agreements.
Foreign allowances may be paid in accordance with Federal Regulations
This will be a 2 year overseas assignment with option to extend.
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 windowLearn more about federal benefits.
Health insurance (choose from a wide range of plans)
Life insurance coverage with several options
Sick leave and vacation time, including 11 paid holidays per year
Thrift Savings Plan (similar to a 401(k) plan)
Flexible work schedules
Transit and child care subsidies
Flexible spending accounts
Long-term care insurance
Training and development
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.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be scored on the questions you answer during the application process, which will measure your possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.
Expert knowledge of business and industry practices, characteristics, and uses of federal products and services, including the dissemination of information and the establishment and maintenance of business relationships with federal civilian and military agencies to provide advisory/consultant services.
Ability to make recommendations with respect to significant internal and external policy issues
Ability to perform extensive coordination and integration of a number of important projects and program segments of technical and administrative work
Expert knowledge of customer markets and trends in order to develop strategies and plans to support their business needs
Knowledge of various purchasing channels for GSA supplies and services, to include requisition, acquisition, and assisted services.
Experience with federal procurement principles and procedures and of different types of contracts.
Skill in developing and fostering business relationships, persuading others, and developing networks and coalitions to gain cooperation
Diverse industry, business and statistical data analysis expertise, including prospecting information for future/potential customers, current/future vendors, broad customer or sales problems or issues and a wide array of dynamic financial and numerical sales/revenue generation scenarios.
Skill in oral and written communications to articulate sensitive recommendations/solutions.
Mastery of qualitative and quantitative analysis techniques and methodologies to gather, evaluate and develop comprehensive recommendations to address customer service effectiveness and efficiency matters,
Skill in effectively developing and implementing customer account programs and strategies.
Expert skill in consulting with a diverse customer base, assessing their business needs, and recommending FAS solutions.
Knowledge of supervisory techniques to lead employees to complete performance objectives in a timely manner, analyze organizational and operational problems and develop solutions
Expert skill in managing up and communicating with leadership, colleagues, and employees in a virtual environment
Additional hurdle assessments, such as narrative responses or other assessments, may be administered to applicants who meet the requirements of the first hurdle, e.g., the minimum qualification requirements. If additional assessments are used, you will be provided with further instructions.
If you are eligible under GSA’s Career Transition Assistance Plan (CTAP), you must receive a score of 85 or higher to receive priority.
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 windowLearn more about federal benefits.
Health insurance (choose from a wide range of plans)
Life insurance coverage with several options
Sick leave and vacation time, including 11 paid holidays per year
Thrift Savings Plan (similar to a 401(k) plan)
Flexible work schedules
Transit and child care subsidies
Flexible spending accounts
Long-term care insurance
Training and development
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.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions. Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.
GSA, Federal Acquisition Service
General Services Administration
Human Resources Division (CSSA)
100. S. Independence Mall West
Philadelphia, Pennsylvania 19106
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
FINAL JOB OFFER:Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking “Track this Application” on the Applicant Dashboard.
Thank you for your interest in working for U.S. General Services Administration!
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions. Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.
GSA, Federal Acquisition Service
General Services Administration
Human Resources Division (CSSA)
100. S. Independence Mall West
Philadelphia, Pennsylvania 19106
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
FINAL JOB OFFER:Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking “Track this Application” on the Applicant Dashboard.
Thank you for your interest in working for U.S. General Services Administration!
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
