Customer Service Analyst

Summary This position is located at the Kansas City Passport Agency(PPT/KC) where the incumbent serves as a Customer Service Manager (CSM) responsible for planning and implementing a comprehensive customer service program for the assigned agency/center and, in conjunction with the other regional CSMs and the Customer Service National Program Manager develops customer service programs directorate. Responsibilities Serves as the point of contact for all customer service programs, issues, and opportunities in the agency/center of assignment. Plans and implements comprehensive region-wide customer service programs and operating methodologies for customer service. Develops strategies to plan, organize, and conduct customer surveys to assess the quality of customer service provided by the assigned agency/center. Plans, organizes, and conducts periodic web-based, written, telephonic and personal interview surveys of customers to assist management in identifying procedures, management systems, and institutional cultures which impede good customer service. Recommends customer service program goals and objectives, develops operating procedures, and participates fully in agency/center customer service planning to enhance and improve customer service delivery. Participates in developing policies and operating methodologies to recruit passport specialists in key locations, and to develop AND improve training programs for new specialists and provide refresher training for experienced specialists. Determines the nature and scope of the demographic data needed to accurately evaluate and project acceptance facility requirements. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience participating in public outreach and public relations initiatives; Experience drafting correspondences on behalf of an office; Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or services for U.S. citizens. There is no substitute of education for specialized experience for the GS-12 position. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience assigning, reviewing and revising work of a team to achieve organizational goals and objectives; Experience designing and directing public outreach and public relations initiatives; Experience corresponding with senior officials, congressional offices, government agencies, and/or the media; Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or consular services for U.S. citizens. There is no substitute of education for specialized experience for the GS-13 position. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at View email address on click.appcast.io. OAA is responsible for reviewing and adjudicating reasonable accommodation (RA) requests for the Assessment Battery being used for this announcement. RA requests cover additional time on timed sections only. Applicants MUST submit their application before the vacancy closes, even if pending an adjudication decision. Applicants will have 48 hours after their RA request is adjudicated to complete the assessment battery. Scores generated after the allotted timeframe will not be admissible and the applicant will not be considered further for the vacancy. If a different type of RA is needed, please contact OAA directly at View email address on click.appcast.io. If eligible, situational telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in this Bureau for up to 240 days and may require a higher or lower security clearance. Telework eligibility and security clearance requirements may vary for such similar positions. Agency & Interagency Career Transition Assistance Program (CTAP & ICTAP): View OPM's CTAP & ICTAP eligibility website for more information. You must be rated in the Well-Qualified category and submit supporting documents under the required documents section of this announcement to receive selection priority consideration. To be considered Well-Qualified applicants must: score an 85 or above, meet Minimum Qualifications, and demonstrate proficiency in some, but not all major aspects of the position.