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This position is located in the Public Buildings Service (PBS), Real Estate Division (RED).  This division manages the acquisition of leased space – and the renovation of existing leased and federal space – to support customer agency real estate needs.  

This position has job functions that must be executed within specific geographic locations. The official duty station is a federal facility, leased space, or an alternative worksite (typically the employee’s home) within the specified geographic area: Chicago, IL; Springfield, IL; Indianapolis, IN; Milwaukee, WI; Detroit, MI; Grand Rapids, MI; Cincinnati, OH; Cleveland, OH; Columbus, OH; Minneapolis, MN; and St. Paul, MN. You will be expected to report to a specific General Services Administration (GSA) duty location at least one or more days a pay period depending upon the terms of the agency’s telework policy.

Duties include, but are not limited to:

• Proactively builds relationships across the Region with National Office, and in the client agency.
• Facilitating the resolution of a variety of customer service issues (within the Scope of authority) by working collaboratively with the client and regional staff.
• Researches customer/project/transactional issues and customer service complaints to understand the problem(s), history, root causes, and the impact on both the client and organization.
• Determines when to elevate issues to senior leadership.
• Manages client expectations and ensures that the client has a clear understanding of joint responsibilities.
• Provides accurate, reliable and timely information in response to client questions and requests.
• Serves as a primary contact to the customer by managing customer accounts; being proactive in assessing customer needs and/or requirements; managing customer expectations; and being aware of customer’s national initiatives and/or issues.
• May be required to be the Project Manager for specific issues or projects that have become usually complex or have political interest and need to be resolved quickly.
• Conducts project reviews and periodic customer meetings.
• Recommends efficiencies across multiple transactions and customer levels, and provides inputs to other employees to improve product delivery and customer experience.
• Participates in the development of relationships across client's National, Regional, and Field Organizations including operational and support units and higher level management at the national level when appropriate.
• Maintains current knowledge of client agency and programming documents and guidance, which influence workplace decisions.
• Ensures consistency in the application of account management and planning principles.
• As a client advocate, promotes a client-focused approach designed to integrate client initiatives and perspectives into the business model.
• Conducts research to understand the client’s mission and business drivers and assess factors, which may affect its regional workplace needs.
• Gathers and analyzes client information and data to identify client business trends and outlook.
• Collects and analyzes information on the client’s workplace needs in relation to upcoming occupancy expirations, continuing and changing operational needs, etc.
• Actively participates in the account management process.
• Participates in the development of account and regional business plan goals, strategies, and activities – collaborating with the national and other regional offices.
• Implementing, measuring and monitoring account strategies and business opportunities.
• Providing feedback to regional leadership regarding the overall effectiveness of policy, procedures and operations related to client effectiveness of regional marketing efforts.
• Manages or reviews expiring client agency assignments to eliminate inadvertent lease and assignment extensions.
• Collaborates and develops action plans for all space requirements at least 36 months prior to Occupancy Agreement expiration, or 60 months prior to prospectus-level projects.
• Serves as a point of contact for the client during the identification phase of the project delivery process.
• Manages customer expectations.
• Provides accurate, reliable, and timely information in response to client questions regarding Planning issues.
• Recommends efficiencies and provides input to other employees to improve product delivery and customer experience.
• Participates on divisional teams to address and resolve customer strategic and tactical issues.

Conditions of employment

• US Citizenship or National (Residents of American Samoa and Swains Island)
• Meet all eligibility requirements within 30 days of the closing date.
• Register with Selective Service if you are a male born after 12/31/1959
• Direct Deposit of salary check to financial organization required.

• Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non­Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.
• Serve a one year probationary period, if required.
• Undergo and pass a background investigation (Tier 2 investigation level).
• 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.

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-12 salary range starts at $86,962 per year.  If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.  

To qualify, you must have at least one year of specialized experience equivalent to the GS-11 level or higher in the Federal service. 

Specialized experience is experience performing strategic account management in relation to workspace/real estate needs, which includes identifying, planning, implementing and managing client service strategies and solutions. This experience should include:

• resolving ill-structured space problems through critical and creative thinking;
• applying sound project management principles in developing and collecting strategic space requirements;
• conducting in-depth research and analysis to support strategic initiatives;
• managing complex portfolios that align with program and agency goals and performance measures;
• building and sustaining customer relationships.

How you will be evaluated

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

We will use a method called Category Rating to assess your application.  Here’s how it will work:

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:

• Comprehensive knowledge of a diverse range of business and industry concepts and practices, as well as an expert knowledge of tenant and client agencies' needs, requirements and client satisfaction drivers; advanced knowledge and skill in applying analytical and evaluative methods and techniques to issues and problem resolution strategies involving client agencies as it relates to up-front planning and the overall relationship management.
• Exceptional oral and written communication skills for presenting sensitive recommendations to higher-level individuals, for obtaining compliance with policies, articulating position, and/or policy of vast technical complexity to facilitate cooperation from management at all levels, and for representing the agency on task forces.
• Thorough knowledge of account management including strategic account management methods, processes, and metrics and/or customer service standards and practices. Skill in applying this knowledge to complex problems not susceptible to treatment by accepted methods, and/or to make recommendations that significantly change, interpret or develop important public policies and programs.
• Knowledge of pricing policies and procedures and related management activities in the areas of utilization factors, budget control, contracting, space planning and programming, building design and construction for project planning purposes.
• Overall technical knowledge of project planning, project management, prospectus development, realty practices, and asset management concepts, governing regulations, and program criteria to evaluate program activities and recommend changes to same based on the analysis and application of practices used within the industry, other agencies, or other offices.
• Ability to utilize project planning and project management practices sufficient to make recommendations that significantly change important operational/public policies for the agency.

Your answers to the questions will be used to place you in one of the following categories and standard score ranges: 

• Best Qualified = Candidates scoring between 95 - 100
• Well Qualified = Candidates scoring between 85 - 94 (Well Qualified for CTAP/ICTAP)
• Qualified = Candidates scoring between 70 - 84

We will verify your answers to the questions in your resume.  If your resume doesn’t support your answers, we may lower your score, which could place you in a lower category.

Within each category, veterans will receive selection priority over non-veterans.

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 Interagency Career Transition Assistance Plan or GSA’s Career Transition Assistance Plan(ICTAP/CTAP), you must receive a score of 85 or higher to receive priority.