Lead Customer Service Representative

Lead Customer Service Representative

As a Lead Customer Service Representative at the GS-1101-11, some of your typical work assignments may include:

• Assists disaster loan applicants to better understand the SBA Disaster Loan Program and how the program may assist them with their disaster recovery.
• Explains the disaster loan process, eligibility requirements, account creation, loan options, and the application processes.
• Observes and reports back to the Field Operations Center about the state of the local economy and local business conditions.
• Determines the specific assistance required for each individual Recovery Center visitor and Outreach call/visit to determine which of the center staff is best suited to assist the specific disaster survivor needs.
• Monitors and reports on status and progress of work, and reviews completed work to see that the Supervisor's instructions on priorities, deadlines, and quality are met and to ensure accuracy, completeness, and compliance with applicable guidelines.

IMPORTANT NOTES:

• Your primary residence is considered your official duty station.
• TRAVEL STATEMENT: You may be required to travel to a disaster site during increased disaster activity for extended periods with little or no advanced notice. If so, you may encounter hazardous working and/or living conditions; i.e., no water or electricity and/or minimal lodging facilities. Travel expenses are compensated based on SBA policy and Federal regulations.
• The Term Appointment does not confer competitive status, reinstatement rights, or eligibility for non-competitive conversion to a permanent job to the individual(s) selected. You may be promoted or reassigned to another term position within SBA's Office of Disaster Recovery and Resilience; however, you may not be non-competitively appointed to another federal position. You will be given an initial Term Appointment lasting more than 1 year, but not more than 4 years. If all other conditions of employment are met, this appointment may be extended up to a total of four (4) years in increments determined by SBA.
• This position works on an as needed basis. This means that employees are in a pay and duty status only when activated to respond to workload needs, especially in response to heightened disaster activity. When no longer needed, employees return to a non-pay status until the next event necessitates additional staff. However, depending on the workload and/or level of disaster activity, your work schedule may be changed to full-time. Subsequently, if the workload decreases, you may be placed in a non-pay status.
• Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and twelve to fourteen hours a day).
• A valid driver's license may be required.