Serves as a Customer Assurance Specialist in the FAA Logistics Center. Duties Help The Customer Assurance Specialist (Senior Specialist) position performs multiple, varying, and complex assig
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Customer Assurance Specialist (Senior Specialist )
Job Description:

Serves as a Customer Assurance Specialist in the FAA Logistics Center.

Duties Help

The Customer Assurance Specialist (Senior Specialist) position performs multiple, varying, and complex assignments under the limited direction of the manager or other experienced professional. Applies experience and advance knowledge of customer service activities, processes, techniques, and best practices in processing customer comments, orders, and inquiries. Serves as a resource for knowledge/information for customer service policies/procedures and ensures coverage of the help desk function. 

Applies experience and advanced knowledge applicable to logistics support functions of the National Airspace System to plan and conduct work activities. Assignments frequently require knowledge and experience working across functional and/or organizational lines. Typical assignments may include: providing guidance to less-experienced professionals in day-to-day operations; designing and recommending solutions to complex problems; development of training tools; reviewing, updating and making recommendations to the organizations work instructions; and developing and recommending improvements to systems and/or processes to improve operational efficiency. 

Incumbent may serve as an organizational representative to the Center of Excellence and a member of cross-functional work groups. Compiles supporting/background information and develops responses to various types of inquiries. Provides input on development of customer support methodologies and determines impacts of technological innovations. Serves as a resource for the Logistics Center System Support team, assisting with projects and process improvements. 

Established policies, procedures, best practices and precedents governing customer service/help desk activities provide guidance for most assignments, but allow considerable discretion to select the most appropriate approach or to recommend new approaches. Reviews and evaluates applicable process for accuracy and consistency.

Demonstrates considerable independence in planning time and helping a manager, project/program manager, and/or team leader to plan and use assigned resources to accomplish projects/programs/activities. May identify and request additional resources, as needed.

Contacts typically are internal and external, with regular contacts among major subdivisions and LOB/SOs, customers, and other external parties to share information about the FAA and explain the applications of policies and procedures.

Resolves most problems and work issues without the assistance of a manager, project/program manager, team leader, or more experienced professional. Refers to managers and professionals who are more experienced problems that require their attention. May help them develop and recommend solutions.

Work is reviewed periodically, typically at major milestones and at completion, for policy compliance and alignment with the requirements of projects and/or other work activities.

Job Requirements:
Requirements Help
Conditions of employment
  • US Citizenship is required.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must submit an SF50 (See Required Documents).
  • A one-year probationary period may be required.
  • Successful completion of a security investigation may be required.
  • See Required Documents & Additional Information.
Qualifications

To qualify for this position at the FV-H (FG/GS-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-G (FG/GS-10/11) level. Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.

SPECIALIZED EXPERIENCE includes: interpreting and applying laws, rules, policies and regulations, experience identifying problem areas and providing recommendations for improvement; experience developing training tools, present clear and concise information with targeted audiences.

Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of the vacancy announcement.

Education

See Qualifications Required.

KSA INFORMATION:

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

Preview job questionnaire

Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements

NOTES:

1. Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be accepted.

2. Some, none or all applicants may be interviewed.

3. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.

4.Additional information regarding living in Oklahoma can be found at https://www.abetterlikeokc.com

5. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: https://www.faa.gov/jobs/working_here/benefits

6. To confirm receipt of documents, please contact Jaedin Hypes at (405) 954-4517 OR Kuba.J.Hypes@faa.gov.


Links to Important Information: Locality Pay, COLA

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Help

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.

Review our 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.



IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.

Required Documents Help

A Notification of Personnel Action (SF-50) is required to verify area of consideration. Other supplemental documentation (e.g., transcripts, etc.) will be accepted in combination with your online application. These documents must be included with your application or emailed to 9-AMC-AHF-S210@faa.gov on or before the closing date of this announcement. All emailed documents should reference the announcement number.



If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy.

If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.

If you are relying on your education to meet qualification requirements:

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.

Company Details
Federal Aviation Administration
800 Independence Ave, SW
Washington, DC 20591 USA
www.faa.gov/jobs
347 Open Jobs Available
Our continuing mission is to provide the safest, most efficient aerospace system in the world. We strive to reach the next level of safety, efficiency, environmental responsibility and global leadership. We are accountable to the American public and ...

Benefits:
TBD
(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)
Job Info
Location
Oklahoma City, Oklahoma, United States
Type
Contractor
Salary Range
$75,279 - $116,689
Company Details
Federal Aviation Administration
800 Independence Ave, SW
Washington, DC 20591 USA
www.faa.gov/jobs
347 Open Jobs Available
Our continuing mission is to provide the safest, most efficient aerospace system in the world. We strive to reach the next level of safety, efficiency, environmental responsibility and global leadership. We are accountable to the American public and ...

Benefits:
TBD

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