Customer Service Manager

Summary This position is located in the Bureau of Consular Affairs, San Diego Passport Agency (CA/PPT/SD), in the U.S. Department of State. CA is responsible for the welfare and protection of U.S. citizens abroad, for issuance of passports and other travel documentation to citizens and nationals, and for the protection of U.S. border security and the facilitation of legitimate travel to the United States. Responsibilities Serves as the point of contact for all customer service programs, issues, and opportunities in the agency/center of assignment. Coordinates comprehensive region-wide customer service programs and operating methodologies for customer service activities designed to ensure that the services provided to passport applicants and their representatives meet expectations. Participates in the development and implementation customer service-related training programs within the region for passport agency employees, managers, and acceptance agents. Prepares periodic reports and special reports, as directed, for the regional director and for submission to PPT headquarters on the status of customer service levels within the region. Provides expert advice and guidance to and participates in developing procedural policies, recommending substantive adjustments to existing policies and designing programs. 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. GS-13: 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 evaluating customer service delivery. Experience participating in the development and implementation of customer service-related training programs. Experience participating in the development of policies and/or procedures. There is no substitute of education for specialized experience for the GS-13 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to "see the job through." 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 (202) 663-3474 or OAA@state.gov. If eligible, 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.