This position is located in the Office of Client Services. The incumbent is responsible for monitoring, tracking, and improving the life cycle of service requests received by FMCS and serving as a primary point of contact to manage client relationships. They participate in and contribute to all aspects of client relations, including, but not limited to, outreach, marketing, case management, follow-up, feedback, and social media/website development.
This position is located in the Office of Client Services. The incumbent is responsible for monitoring, tracking, and improving the life cycle of service requests received by FMCS and serving as a primary point of contact to manage client relationships. They participate in and contribute to all aspects of client relations, including, but not limited to, outreach, marketing, case management, follow-up, feedback, and social media/website development.
Status Candidates, Noncompetitive, Reinstatement Eligibles, ICTAP/CTAP Eligibles, Eligible Veterans
Manages and tracks all statutorily-required notices and requests for service throughout their entire life cycle. Identifies areas in need of improvement and tracks and reports process irregularities.
Serves as a primary client-facing point of contact to conduct outreach, regular marketing, and address and/or appropriately route questions. Engages parties by phone and/or email to ensure that they are aware of the full range of FMCS services and know how to access them if and when needed.
Tracks the results of client contact based on established metrics to monitor and analyze the effectiveness of outreach. Makes recommendations to improve processes with the goal of increasing the number of parties who request and use FMCS services.
Conducts initial needs assessments to match clients with appropriate FMCS services and briefs assigned mediator(s) on key takeaways. Works with field managers and leadership to appropriately allocate resources based on client needs.
Serves as project lead on initiatives to streamline elements of the service request life cycle and broadly improve client service processes and procedures.
Employs and trains others in best practices for phone and email outreach, customer service, client relationship management, and marketing techniques.
Tracks and analyzes trends in client feedback gathered from automated client experience surveys distributed upon the closing of a case, as well as regular outreach conversations. Participates in and contributes to internal discussions regarding client feedback and related changes to policy or procedure, as relevant.
Participates in design and outreach efforts led by other departments (i.e., legislative affairs strategies, social media, training brochures, etc.) to ensure consistency in client outreach, interactions, and marketing efforts.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement.
To be found qualified for the GS-11 Client Relations Specialist position with FMCS, your resume must reflect specialized experience. Examples of required specialized experience would include, but are not limited to:
1) Managing client relationships and assessing each client's needs;
2) Working closely with other departments to develop strategies to better engage existing customers;
3) Gathering data and analyzing current trends; and
4) Making recommendations to enhance current procedures and processes within Agency programs.
Preferred Experience (one or more of the following):
This position does not have a positive education requirement.
You will be evaluated for this job based on how well you meet the qualifications above.
Once the vacancy announcement closes, Human Resources will review your resume to determine if you meet the qualifications for this position. If you indicate you meet the job qualifications for the announcement, but your resume and/or supporting documentation does not confirm your rating, you may be excluded from consideration for this job.
You will be rated on the following Competencies for this position:
PLEASE READ THE FOLLOWING CAREFULLY AS FAILURE TO SUBMIT ALL REQUIRED DOCUMENTS MAY RESULT IN LOSS OF CONSIDERATIONFOR THIS POSITION
ALL APPLICANTS SHOULD FURNISH THE FOLLOWING, AS SHOWN BELOW. PLEASE READ THE FOLLOWING CAREFULLY AS FAILURE TO SUBMIT ALL REQUIRED FORMS OR INFORMATION MAY RESULT IN LOSS OF CONSIDERATION FOR THIS POSITION.
1. A current, complete resume (REQUIRED);The following information must be contained in your resume:
a. full name, mailing address, day and evening phone numbers, email address;
b. work experience (job title, duties, employer's name, starting and ending dates, hours per week worked, and current salary);
c. job-related skills (e.g., other language skills, computer software/hardware skills).
2. Occupational Assessment Questionnaire (REQUIRED -once you begin the application process, your browser will automatically direct you);
3. A copy of your last or latest SF-50, Notification of Personnel Action which depicts your title, grade/step, salary, work schedule, etc. (REQUIRED);
4. Veterans Preference Documentation - If you are a veteran with preference eligibility and you are claiming veterans' preference, you must submit a copy of your DD-214 Certificate of Release or Discharge from Active Duty (member-4 copy) or other proof of eligibility that shows the dates you were on active duty and your character of service (honorable, general, etc.). If you are claiming Disabled Veterans' preference you must also submit documentation of disability (i.e., VA Disability Verification Letter) and the SF-15, "Application for 10-Point Veterans' Preference", (required of all candidates applying based on veterans' eligibility);
5. ICTAP/CTAP documentation - In order to receive special selection priority, ICTAP and CTAP eligibles must meet all eligibility and qualification requirements, be assessed and laced in the "Well Qualified" category, and submit appropriate documentary evidence, e.g., Reduction-In-Force (RIF) Notice, Certification of Expected Separation, SF-50 documenting separation by RIF, or a letter from OPM or your agency documenting your priority consideration (if applicable).
PLEASE DO NOT SUBMIT UNREQUESTED DOCUMENTATION: Please DO NOT submit examples of work products, writing samples, letters of reference, pictures, or training certificates unless the vacancy announcement specifically asks for them; they will not be forwarded to the interview panel and/or selecting official.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
To apply for this position, you must (1) complete the occupational questionnaire; and (2) submit the documentation specified in the Required Documents Section above.
(1) Complete the occupational questionnaire, click here to preview:https://apply.usastaffing.gov/ViewQuestionnaire/11969875
and
(2) Submit the documentation specified in the Required documents section (Resume and SF-50/ Notification of Personnel Action).
If experiencing issues while applying via www.usajobs.gov, please contact the USAJOBS Help Center directly at https://www.usajobs.gov/Help/faq/application/documents/forms/#usajobs-contact-form.
Note: Before the designated closing date of the announcement, applicants are encouraged to contact the FMCS Office of Human Resources at (202) 606-5469 or FMCSRecruit@fmcs.gov with any questions or concerns regarding their application. The FMCS Office of Human Resources is unable to accept any additional documentation not submitted through USAJOBS.
It is your responsibility to ensure your responses, and appropriate documentation is entered, uploaded (i.e., resume) and submitted before the closing date.
The complete application package must be submitted by 05/31/2023 at 11:59 PM (EDT) pm to receive consideration. Applications submitted after the closing date or via mail/fax/email will not be accepted.
Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed on the announcement.
Once the online questionnaire is received, you will receive an acknowledgement email that your submission was successful.
Once the review of the candidates has been completed, a list of qualified applicants will be referred to the hiring official for further consideration of an interview.
To view the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
