You are responsible for the completeness and accuracy of your application package.
We encourage you to read the entire announcement before starting the application process.
Qualifications and requirements must be met by the announcement closing date.
This recruitment is subject to restrictions of the DoD referral system for displaced employees. Additional positions may be filled from this announcement up to 90 days after it closes.
Summary
You are responsible for the completeness and accuracy of your application package.
We encourage you to read the entire announcement before starting the application process.
Qualifications and requirements must be met by the announcement closing date.
This recruitment is subject to restrictions of the DoD referral system for displaced employees. Additional positions may be filled from this announcement up to 90 days after it closes.
This announcement is open to current appointable DECA HQ Employees only , with Career or Career Conditional status, Military Spouse Preference eligible, ICTAP eligible, and Veteran Employment Opportunity Act (VEOA) eligible veterans. Priority Placement Program (PPP) DoD Retained Grade Preference (RGP) (PPP - RGP) eligible. Additional positions may be filled from this announcement.
As a Customer Support Coordinator, the incumbent addresses customer comments and inquiries.
Surveys, web pages, email, phone calls, and social media platforms.
The customer comments or inquiries include comments, questions, and/or complaints that range from common to complex or unusual throughout the commissaries.
Incumbent is in routine and recurring contact with military and civilian customers, as well as Commissary Officers, Zone Managers, and subject matter experts (SMEs) at DeCA HQ.
Receives customer cases from the Salesforce database.
Researches information in the database and/or the internet to draft responses to the customer.
Read the entire announcement before starting the application process.
Must meet minimum age requirement. See the Additional Information section for more information.
Male applicants born after December 31, 1959 must be registered with the Selective Service System by the announcement closing date or exempt from registration.
May be subject to successful E-Verify check. See more information at https://www.e-verify.gov/.
May be subject to a suitability or fitness determination, based on a completed background investigation.
Must be able to obtain and maintain security clearance eligibility based on an appropriate background investigation.
May be subject to a probationary/trial period.
Direct deposit of pay is required.
Physical Requirements: Work is primarily sedentary and requires no special physical demands or effort.
Qualifications
See the OPM Qualification Standards for more information. This position is covered under Administrative and Management Positions.
To qualify for this position your resume and supporting documents must show that you possess one year of specialized experience equivalent to at least the GS-07 grade level or equivalent to at least GS-07 under other Federal service pay systems, private sector, or military.
Experience refers to paid and unpaid experience, including volunteer work done through National Service program (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; 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.
Examples of qualifying specialized experience:
Addresses customer issues professionally through clear verbal and written communication, supporting customer retention and satisfaction.
Apply analytical and evaluative methods and techniques to identify, consider,
and recommend resolutions of issues or problems related to a Customer Comment Program or similar program.
Uses customer relationship management databases such as Salesforce and Sprout Social or similar.
Examine work processes and identify problems relating to customers, collaborate with subject matter experts and leadership to foster a resolution.
Additional Requirements that must be met by the closing date:
Time-in-grade applies to the promotion of current and former federal employees who hold or have held a permanent GS position in either the competitive or excepted service in the previous 52 weeks, including current employees applying under VEOA. Your application package must contain proof you meet this requirement. See Required Documents for more information.
For GS-09: You must have 52 weeks of Federal service at or equivalent to GS-07.
Time after competitive appointment. Current federal civilian employees must have completed at least 90 days of federal civilian service since being selected for a non temporary appointment from a competitive examination register of eligibles (an announcement opened to the public) or under a direct hire authority.
As part of the online application process, you will respond to a series of questions designed to evaluate your level of experience in these competencies:
Customer and Personal Service
Customer Service
Developing Others
Minimum Qualifications- GS-09
Overtime: Occasional Fair Labor Standards Act (FLSA): Exempt Bargaining Unit Status: Not Covered Obligated Position: No Those retired under CSRS or FERS considered: No. DoD criteria not met. Work environment: Work is performed in an office setting. Telework eligible: Yes Remote work eligible: No
Education
You may not use education to qualify.
Additional information
Executive Order 12564 requires a federal workplace to be free of illegal drugs and prohibits the use of illegal drugs both on and off duty by federal employees. As a reminder, marijuana is still classified as an illegal drug by the Federal government and is prohibited for use by Federal employees even if such use is legal in the state where the Federal employee resides and/or works. The Defense Commissary Agency is a Drug-Free Federal Workplace where the use of illegal drugs will not be tolerated and may result in penalties up to and including removal from Federal service.
Applicants with a Permanent Resident Card (aka Green Card) are authorized to live and work in the U.S. but are not eligible for employment in positions requiring U.S. citizenship. This position requires U.S. citizenship.
The minimum age requirement is generally 18 years of age. Employing those under 18 may be possible under certain circumstances. If under 18 years of age, ensure you provide documentation showing how you are eligible.
Subject to occasional overtime.
Position is exempt from Fair Labor Standards Act (FLSA).
Position is not covered by a bargaining unit.
Position is not obligated.
Financial Difficulty does not automatically remove you from consideration for a position.
Position does not meet the DoD criteria for re-employing former Federal employees who retired under either the Civil Service Retirement System (CSRS) or the Federal Employees Retirement System (FERS).
Deliberate attempts to falsify your application information, such as copying portions of this job announcement into your resume, may result in you being removed from consideration for this position.
This position is responsible for semi-independent action with moderate impact on efficiency and integrity of the Agency, provides financial management advisory service relating to performance plans, policies, and decisions involving important financial considerations; and requires access to ADP Level II systems, (i.e., Defense Civilian Pay System (DCPS), Standard Automated Voucher Examining System (SAVES), and Defense Business Management System (DBMS)); therefore, this position is non-critical sensitive.
PCS is Not Authorized.
The following may result in a rating of ineligible. Ineligible applicants receive no consideration.
Not selecting an eligibility.
Submitting an incomplete application package, such as missing documents, illegible documents, and/or missing information necessary to determine qualifications and eligibility. A resume reflecting part-time (PT)/full-time (FT) or nothing rather than the number of hours worked per week (e.g., 40, 30, 20, etc.) is incomplete.
Submitting encrypted documents or uploading Adobe portfolio documents.
Submitting any document that contains a photo or image of you.
Including social media links, inappropriate material or content, classified or government sensitive information, or personal information such as age, gender, race, religion, or social security number on your resume.
Overstating your qualifications and/or experience in your application materials.
Deliberately attempting to falsify your application information, such as copying portions of this announcement into your resume.
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.
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.
HR reviews your resume and supporting documents to determine if you meet the qualifications and requirements, and to determine if you meet the eligibility/eligibilities you selected. Your questionnaire score is a preliminary measure of how well your background matches the competencies. If you submit multiple resumes, the last one received is used for this evaluation and sent to the hiring manager if you are referred for selection consideration.
Your resume must thoroughly describe how your skills and experiences align to the criteria defined in the Qualifications section of this announcement and it must support your responses to the assessment questionnaire. We do not assume you have the necessary experience to successfully perform in this job regardless of your employment history or academic career.
At a minimum, your resume MUST contain your name, address, and contact information, and the following for each listed job experience: Job title; Series and grade, if it is a federal civilian position; Employer's name and address; Employment beginning and ending dates (Month/Year); Number of hours worked per week, and Description of duties performed. DO NOT send a list of competencies or skills in place of a description of the duties performed.
HR refers qualified and appointable applicants to the hiring manager for selection consideration In accordance with DeCA's Merit Promotion Plan. Selections are subject to restrictions of the DoD referral system for displaced employees.
Interagency Career Transition Assistance Program (ICTAP):This program applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet ICTAP eligibility criteria AND 2) be rated well-qualified for the position AND 3) submit the appropriate documentation to support your ICTAP eligibility. Well-qualified means you possess the type and quality of experience that exceeds the position's minimum qualifications.
Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): To receive this preference, you must choose to apply using the (RGP) eligibility. If you are claiming RGP and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant.
Priority Placement Program, DoD Military Spouse Preference (MSP) (PPP MSP): In order to receive this preference, you must choose to apply using the(MSP) (PPP MSP) eligibility. If you are claiming MSP (PPP MSP) and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant.
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.
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.
Resume. Learn more about creating a suitable resume by watching this video or reading What to include. Using the USAJOBS Resume Builder will help you submit a complete resume. Applying for a Federal job requires more information than applying for a job in the private sector. Therefore, a resume is typically longer than two (2) pages and usually does not need to be more than five (5) pages. Current or former federal civilian employees are encouraged to list work-related awards received within the last three years in their resume. Hiring Managers use objective methods and may consider previous awards in the selection process.
SF 50 Notification of Personnel Action. All current and former federal civilian employees submit
A copy of your most recent SF 50 showing your current position title, pay plan-series-grade, tenure and position occupied and
When applying for a promotion (higher grade than you currently hold), you must also submit an SF 50 which clearly demonstrates you meet the time-in-grade requirements. Examples of appropriate SF50s include Promotions, Within-grade Grade/Range Increases, and SF-50s with an effective date more than one year old. You may need to submit more than one SF 50 to show you meet this requirement.
To obtain copies of your SF 50s, all current Department of Defense (DoD) employees can access MyBiz, current federal non-DoD employees can access their eOPF, current employees receiving HR servicing from DLA can access eOPF, and former civilian employees can request a copy from the National Archives.
VEOA eligibility: You must provide a copy of your DD-214 Certificate of Release or Discharge from Active Duty or other acceptable documentation. The member 4 copy is preferred as it contains key information necessary to adjudicate your claimed preference. DD-214 Worksheets are not acceptable documentation, nor are other than a member 4 copy to which a member 4 Character of Service section is added. Contact the National Archives or your military personnel records center to request a copy of your DD-214.
Current active duty armed forces personnel within 120 days of separation must submit written documentation from the armed forces certifying that the service member is expected to be separated from active duty service not later than 120 days after the date the certification is signed. The document must include the following information: (1) service member's name, (2) date of the expected separation from active duty, (3) expected character of the active duty service at separation, (4) pay grade/rank/rate at separation, (5) dates of active duty service, and (6) any campaign or expeditionary medals received. You must submit the DD-214 when it becomes available.
ICTAP eligibility: Submit (1) a copy of your agency specific ICTAP eligibility notice or a copy of your separation personnel action form and(2) a copy of your most recent performance appraisal and(3) a copy of your most recent SF 50 or agency notification of personnel action showing your current position, grade level, and duty location. Separation personnel actions do not include a certificate/notice of expected separation.
Priority Placement Program (PPP) DoD Retained Grade Preference (RGP) eligibility: 1. Submit a signed Retained Grade PPP Self-Certification Checklist DD3145-1 (whs.mil. 2. a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the notification letter you received regarding the RIF or classification downgrade.
Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible (PPP DoD MRNG):In order to receive this preference, you must choose the Military Reserve and National Guard Technician eligibility, and fill out and submit the Military Reserve and National Guard Technician PPP Self-Certification Checklist and copies of the appropriate documentation.
Military Spouse Preference: Submit (1) the Self-Certification Checklist and(2) proof of marriage to the military service member (e.g., marriage certificate, marriage license), and(3) a copy of the military service member's PCS orders.
Performance Appraisal (Optional). Current and former federal civilian employees, including those of the employing agency, are encouraged to include a copy of their most recent rating of record. Hiring managers may consider performance appraisals in the selection process.
Your complete application package must be received by 11:59 PM ET on 12/16/2024.
You are responsible for verifying your application package is complete, accurate, and submitted timely. As uploaded documents may take one or more hours to clear the virus scan, plan accordingly to ensure your application process is complete and your application package is submitted by the specified closing date and time.
To begin, click Apply to access an online application. Follow the prompts to select your resume, required documents, and/or other supporting documents. You need to be logged into your USAJOBS account to apply or create an account before applying. You will be taken to an online application. Follow all prompts and complete the online application, verify you've included all required and supporting documentation, and submit your application. Additional information on how to complete the online application process and submit your online application is found at the USA Staffing Applicant Resource Center. To receive consideration, you must complete all steps of the application process.
You can verify your application status by logging into your USAJOBS account, selecting the Application Status link, and then selecting the More Information link for this position. The Application Status page displays your application status, the documents received and processed, and your questionnaire responses.
DECA HQ
1300 Eisenhower Street
Fort Gregg-Adams, VA 23801
US
Next steps
Notices post to your USAJOBS account and are emailed to you. You can expect to receive a notice when you complete the application process, when your qualifications status is determined (qualified or not qualified), and when your referral status is determined (referred or not). If you are referred but not selected, you can expect to receive a final notice after the hiring manager makes a selection.
The hiring manager may choose to conduct interviews and may conduct telephone interviews to preclude travel hardships for applicants. Someone from the hiring agency (i.e., DeCA) will contact you if the hiring manager decides to interview you.
Should you receive a tentative job offer, be aware such offers are automatically withdrawn if you fail to (1) record an acceptance or declination by the response date provided in the offer notice and/or (2) meet any pre-employment requirements, including a scheduled appointment. If you receive a job offer, use a computer to submit your response rather than a mobile/cell phone.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Resume. Learn more about creating a suitable resume by watching this video or reading What to include. Using the USAJOBS Resume Builder will help you submit a complete resume. Applying for a Federal job requires more information than applying for a job in the private sector. Therefore, a resume is typically longer than two (2) pages and usually does not need to be more than five (5) pages. Current or former federal civilian employees are encouraged to list work-related awards received within the last three years in their resume. Hiring Managers use objective methods and may consider previous awards in the selection process.
SF 50 Notification of Personnel Action. All current and former federal civilian employees submit
A copy of your most recent SF 50 showing your current position title, pay plan-series-grade, tenure and position occupied and
When applying for a promotion (higher grade than you currently hold), you must also submit an SF 50 which clearly demonstrates you meet the time-in-grade requirements. Examples of appropriate SF50s include Promotions, Within-grade Grade/Range Increases, and SF-50s with an effective date more than one year old. You may need to submit more than one SF 50 to show you meet this requirement.
To obtain copies of your SF 50s, all current Department of Defense (DoD) employees can access MyBiz, current federal non-DoD employees can access their eOPF, current employees receiving HR servicing from DLA can access eOPF, and former civilian employees can request a copy from the National Archives.
VEOA eligibility: You must provide a copy of your DD-214 Certificate of Release or Discharge from Active Duty or other acceptable documentation. The member 4 copy is preferred as it contains key information necessary to adjudicate your claimed preference. DD-214 Worksheets are not acceptable documentation, nor are other than a member 4 copy to which a member 4 Character of Service section is added. Contact the National Archives or your military personnel records center to request a copy of your DD-214.
Current active duty armed forces personnel within 120 days of separation must submit written documentation from the armed forces certifying that the service member is expected to be separated from active duty service not later than 120 days after the date the certification is signed. The document must include the following information: (1) service member's name, (2) date of the expected separation from active duty, (3) expected character of the active duty service at separation, (4) pay grade/rank/rate at separation, (5) dates of active duty service, and (6) any campaign or expeditionary medals received. You must submit the DD-214 when it becomes available.
ICTAP eligibility: Submit (1) a copy of your agency specific ICTAP eligibility notice or a copy of your separation personnel action form and(2) a copy of your most recent performance appraisal and(3) a copy of your most recent SF 50 or agency notification of personnel action showing your current position, grade level, and duty location. Separation personnel actions do not include a certificate/notice of expected separation.
Priority Placement Program (PPP) DoD Retained Grade Preference (RGP) eligibility: 1. Submit a signed Retained Grade PPP Self-Certification Checklist DD3145-1 (whs.mil. 2. a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the notification letter you received regarding the RIF or classification downgrade.
Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician Eligible (PPP DoD MRNG):In order to receive this preference, you must choose the Military Reserve and National Guard Technician eligibility, and fill out and submit the Military Reserve and National Guard Technician PPP Self-Certification Checklist and copies of the appropriate documentation.
Military Spouse Preference: Submit (1) the Self-Certification Checklist and(2) proof of marriage to the military service member (e.g., marriage certificate, marriage license), and(3) a copy of the military service member's PCS orders.
Performance Appraisal (Optional). Current and former federal civilian employees, including those of the employing agency, are encouraged to include a copy of their most recent rating of record. Hiring managers may consider performance appraisals in the selection process.
Your complete application package must be received by 11:59 PM ET on 12/16/2024.
You are responsible for verifying your application package is complete, accurate, and submitted timely. As uploaded documents may take one or more hours to clear the virus scan, plan accordingly to ensure your application process is complete and your application package is submitted by the specified closing date and time.
To begin, click Apply to access an online application. Follow the prompts to select your resume, required documents, and/or other supporting documents. You need to be logged into your USAJOBS account to apply or create an account before applying. You will be taken to an online application. Follow all prompts and complete the online application, verify you've included all required and supporting documentation, and submit your application. Additional information on how to complete the online application process and submit your online application is found at the USA Staffing Applicant Resource Center. To receive consideration, you must complete all steps of the application process.
You can verify your application status by logging into your USAJOBS account, selecting the Application Status link, and then selecting the More Information link for this position. The Application Status page displays your application status, the documents received and processed, and your questionnaire responses.
DECA HQ
1300 Eisenhower Street
Fort Gregg-Adams, VA 23801
US
Next steps
Notices post to your USAJOBS account and are emailed to you. You can expect to receive a notice when you complete the application process, when your qualifications status is determined (qualified or not qualified), and when your referral status is determined (referred or not). If you are referred but not selected, you can expect to receive a final notice after the hiring manager makes a selection.
The hiring manager may choose to conduct interviews and may conduct telephone interviews to preclude travel hardships for applicants. Someone from the hiring agency (i.e., DeCA) will contact you if the hiring manager decides to interview you.
Should you receive a tentative job offer, be aware such offers are automatically withdrawn if you fail to (1) record an acceptance or declination by the response date provided in the offer notice and/or (2) meet any pre-employment requirements, including a scheduled appointment. If you receive a job offer, use a computer to submit your response rather than a mobile/cell phone.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
