USAJOBS connects job seekers with federal jobs across the United States and around the world as the official employment site for the federal government

This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Veterans

Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference

Duties

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Primary Duties include:

Supervise, train, and motivate the Customer Services Representatives (CSRs). Conduct needs assessments, administer performance reviews, capacity planning, establish standards, and contribute to organizational strategic plans.
Establish priorities, assign work, provide guidance, review completed tasks, evaluate employee performance, update each CSR monthly on statistics, and provide counseling as needed.
Monitor call center operations, resolve system issues, conduct audits, manage improvement initiatives, and generate reports to evaluate and enhance customer service programs.
Ensure compliance with collective bargaining requirements and foster a positive labor relations partnership with local unions. Comply with all aspects of Federal, VA, and EEO regulations and guidelines, taking immediate and decisive action to deter and/or correct unacceptable behavior and keeping the Chief Services Officer and Deputy Chief aware of any issues.
Serve as the liaison between VCS Chiefs, Vendors, and Customers. Partner with Brand and Communications to promote the program nationally.

Requirements

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Conditions of employment

Selective Service Registration is required for males born after 12/31/1959.
You will be required to serve a probationary period of 1 year.
Subject to background/security investigation.
Must be vaccinated against Covid-19 for this agency.

Qualifications

Supervisory experience, preferably in a Customer Service-related field.
Ability to effectively communicate verbally and in writing with high-level officials, vendors, and VCS customers.
Detail-oriented with exceptional organizational skills to successfully function in a fast-paced and deadline-sensitive work environment.
Able to multi-task and meet deadlines with changing/conflicting priority levels.
Proficient PC skills and ability to work with computer applications and programs.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. NOTE: A formal pay-setting process will be used to determine your salary. The salary may be at any point in the range listed for this vacancy. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Help

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on to receive consideration.

To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

Samantha Crowe

Phone: 314-845-1497 X61497
Email: samantha.crowe@va.gov

Address: VCS Central Office
1 Jefferson Barracks Drive Bldg. 25
St. Louis, MO 63125
US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Required Documents

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To apply for this position, you must provide a complete Application Package which includes:

Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

Most recent SF-50
Performance Appraisal
Separation Notice (RIF)

Veterans' Preference: Since the Veteran Canteen Service falls under Title 38 U.S.C. 7802, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.
(The italicized writing above is dependent on what documents we required earlier.)

If you are relying on your education to meet qualification requirements:

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.

How to Apply

Help

All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on to receive consideration.

To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

Samantha Crowe

Phone: 314-845-1497 X61497
Email: samantha.crowe@va.gov

Address: VCS Central Office
1 Jefferson Barracks Drive Bldg. 25
St. Louis, MO 63125
US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.