Clarification from the agency

Please see the "Who May Apply" section under the Qualifications section.

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Supervisory Duties include but are not limited to:

• Directs work to be accomplished by a workforce of NAF employees: up to four MTP Customer Service Agents (NF-3/GS-5) and acts as Rating Official (RO).
• Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities;
• Conducts annual performance reviews of staff;
• Participates in section staffing decisions;
• Ensures staff receives proper training to fulfill requirements of their positions;
• Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary; and
• Fosters a work environment free of discrimination, harassment, and/or reprisal and ensures equitable treatment of all staff.
• Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable.

Conditions of employment

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Hours of work may vary as required by the needs of the program. Incumbent may be required to work early, late, and on weekends and holidays.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess the following:

• At least one year of progressively responsible specialized experience providing direct oversight to customer service workers in the ticket or travel industry.

A qualified candidate possesses the following:

• Knowledge of Department of War (DoW), Department of Navy (DON), CNIC, and vendor policies, instructions, and regulations as it relates to MWR, MTP, and patron eligibility.
• Knowledge of MTP rules, procedures, operations, and business practices.
• Knowledge of MWR programs and services sufficient to provide customers with recommendations and guidance on travel, recreation, or vacation needs.
• Knowledge of ticket office operations sufficient to manage, process, and resolve various ticketing transactions and vendor nuances.
• Knowledge of eCommerce fulfillment and digital customer service standards.
• Knowledge of analytical and evaluative methods, tools, and techniques, and the ability to apply them to issues concerning the efficiency/effectiveness of program operations.
• Knowledge of and skill in the use of program specific applications, such as MWRTickets website, TMS Back Office, and TMS Agent Portal.
• Knowledge of and skill in telephone and email etiquette for customer service operations.
• Skill in providing excellent customer service.
• Skill in the use of technology devices and software applications, including Microsoft Office applications.
• Skill and ability to handle customer-service related escalations in accordance with established policies and standard practices.
• Ability to identify and analyze problems, weigh relevance and accuracy of information, generate and evaluate alternative solutions, and make timely and effective decisions.
• Ability to communicate effectively, both orally and in writing.
• Ability to coach a team to deliver consistent patron satisfaction.
• Ability to perform the full range of supervisory duties.
• Ability to supervise and direct the work of other employees, monitor performance, and assure adequate internal control procedures are developed and operative.
• Ability to lead a highly motivated team, foster a collaborative environment, and work independently when required.

How you will be evaluated

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

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.