This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/653863200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
Tour of Duty: 8:00 a.m. - 4:30 p.m.
Position Description Title/PD#: Program Specialist (Call Center Lead) / PD#44273-A
Compressed/Flexible Schedules: May be Authorized
Telework: Not Authorized
Virtual Position: No
This recruitment is for oneposition's with the Department of Veterans Affairs: Office of Procurement, Acquisition, and Logistics - National Acquisition Center, Denver Logistics Center located in Golden, CO.
05/11/2022 to 05/31/2022
$60,331 - $78,432 per year
GS 9
1 vacancy in the following location:
No
No
Occasional travel - You may be expected to travel for this position 1-5 nights per month.
No
Permanent
Full-time
Competitive
9
No
No
CARX-DLC-11492473-22-JMC
653863200
Program Specialist (Call Center Lead) / PD#44273-A
Ensuring Customer Service runs efficiently and effectively and remains optimally productive to provide Veterans' and VA Clinicians the highest level of customer service and support for placing orders. As a Subject Matter Expert (SME) in all national programs managed by Denver Logistics Center (DLC), the Subject Matter Expert will staff a National Clinical Provider Line, which is a phone extension designated exclusively for clinicians and vendors in need of someone with advanced knowledge to research and resolve complex issues. Coordinate with VA Foreign Medical Program to verify eligibility for hearing aid program benefits, create and update records in database, order and ship commodities worldwide. This position serves in the capacity as the Program Specialist who provides guiding and advising approximately sixteen Veteran Services Support Technicians who are the frontline representatives responsible for the placement of all orders received from clinics and Veterans at the DLC including, hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, compression stockings, prosthetic socks, aids for the blind and telehealth equipment. These orders can be received electronically via ROES, e-mail, telephone, fax, or manually by mail. The incumbent serves as an advisor to the supervisor on all aspects of Customer Service production, workload, team dynamics, and individual employee issues and concerns. The Program Specialist provides resolution to simple, informal complaints of veterans, clinicians and employees and refers more complex issues up through the supervisor and management. Converts circumferential or metric measurements received from prosthetists, orthotists, physicians, therapists and/or Veteran amputees to flat width and length measurements to determine the proper items to be ordered. The incumbent provides data analysis on the Customer Service Section and is responsible for the success of the Customer Service. Screens and categorizes all incoming clinic documents, order cards, e-mail requests, special letter requests, vendor mail and clinic requests to enhance prioritization and distribution of workload. Performs varying duties which are not completely standardized or prescribed such as: tracking spreadsheets for order card and phone call workload, credit card reconciliation, researching off contract device items, quality control evaluation for miss addressed orders, foreign medical problem resolution for overseas Veterans; and miscellaneous office procedures.
You must be a US Citizen to apply for this job.
Subject to a background/suitability investigation.
Selective Service Registration is required for all males born after 12/31/1959.
PHYSICAL REQUIREMENTS: The incumbent of the position typically works indoors in an environment involving everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms. Observance of normal safety practices with office equipment, avoidance of trips and fails, and observance of fire regulations is required. The area is adequately lighted, heated,and ventilated.
APPLICANTS PLEASE NOTE: 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 (particularly positions with a positive education requirement). Therefore, applicants must report attendance and/or degrees from only these schools. Applicants can verify accreditation at the following websites: www.ed.gov/admins/finaid/accred/index.html and http://ope.ed.gov/accreditation/.
Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs.
VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online view the following link for information regarding an Alternate Application.
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.
You will be evaluated for this job based on how well you meet the qualifications above.
You will be rated on the following competencies based on your application for this position:
Competency 1 - Organizational Awareness
Competency 2 - Customer Service
Competency 3 - Communication
Competency 4 - Analytical Reasoning
Competency 5 - Problem Solving
If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to: responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).
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; 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.
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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
To apply for this position, you must provide a complete Application Package which includes:
The following documents are required:
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.
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 05/31/2022 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11492473.
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. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. 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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
The following documents are required:
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.
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 05/31/2022 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/11492473.
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. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. 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.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/653863200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.