Customer Support Coordinator (patron Awareness)

Summary You are responsible for the completeness and accuracy of your application package. We encourage you to read the entire announcement before starting the application process. Qualifications and requirements must be met by the announcement closing date. This recruitment is subject to restrictions of the DoD referral system for displaced employees. Additional positions may be filled from this announcement up to 90 days after it closes. Responsibilities As a Customer Support Coordinator, the incumbent addresses customer comments and inquiries. Surveys, web pages, email, phone calls, and social media platforms. The customer comments or inquiries include comments, questions, and/or complaints that range from common to complex or unusual throughout the commissaries. Incumbent is in routine and recurring contact with military and civilian customers, as well as Commissary Officers, Zone Managers, and subject matter experts (SMEs) at DeCA HQ. Receives customer cases from the Salesforce database. Researches information in the database and/or the internet to draft responses to the customer. Read the entire announcement before starting the application process. Requirements Conditions of Employment Qualifications See the OPM Qualification Standards for more information. This position is covered under Administrative and Management Positions. To qualify for this position your resume and supporting documents must show that you possess one year of specialized experience equivalent to at least the GS-07 grade level or equivalent to at least GS-07 under other Federal service pay systems, private sector, or military. Experience refers to paid and unpaid experience, including volunteer work done through National Service program (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. Examples of qualifying specialized experience: Addresses customer issues professionally through clear verbal and written communication, supporting customer retention and satisfaction. Apply analytical and evaluative methods and techniques to identify, consider, and recommend resolutions of issues or problems related to a Customer Comment Program or similar program. Uses customer relationship management databases such as Salesforce and Sprout Social or similar. Examine work processes and identify problems relating to customers, collaborate with subject matter experts and leadership to foster a resolution. Additional Requirements that must be met by the closing date: Time-in-grade applies to the promotion of current and former federal employees who hold or have held a permanent GS position in either the competitive or excepted service in the previous 52 weeks, including current employees applying under VEOA. Your application package must contain proof you meet this requirement. See Required Documents for more information. For GS-09: You must have 52 weeks of Federal service at or equivalent to GS-07. Time after competitive appointment. Current federal civilian employees must have completed at least 90 days of federal civilian service since being selected for a non temporary appointment from a competitive examination register of eligibles (an announcement opened to the public) or under a direct hire authority. As part of the online application process, you will respond to a series of questions designed to evaluate your level of experience in these competencies: Customer and Personal Service Customer Service Developing Others Minimum Qualifications- GS-09 Overtime: Occasional Fair Labor Standards Act (FLSA): Exempt Bargaining Unit Status: Not Covered Obligated Position: No Those retired under CSRS or FERS considered: No. DoD criteria not met. Work environment: Work is performed in an office setting. Telework eligible: Yes Remote work eligible: No Education You may not use education to qualify. Additional Information Executive Order 12564 requires a federal workplace to be free of illegal drugs and prohibits the use of illegal drugs both on and off duty by federal employees. As a reminder, marijuana is still classified as an illegal drug by the Federal government and is prohibited for use by Federal employees even if such use is legal in the state where the Federal employee resides and/or works. The Defense Commissary Agency is a Drug-Free Federal Workplace where the use of illegal drugs will not be tolerated and may result in penalties up to and including removal from Federal service. Applicants with a Permanent Resident Card (aka Green Card) are authorized to live and work in the U.S. but are not eligible for employment in positions requiring U.S. citizenship. This position requires U.S. citizenship. The minimum age requirement is generally 18 years of age. Employing those under 18 may be possible under certain circumstances. If under 18 years of age, ensure you provide documentation showing how you are eligible. Subject to occasional overtime. Position is exempt from Fair Labor Standards Act (FLSA). Position is not covered by a bargaining unit. Position is not obligated. Financial Difficulty does not automatically remove you from consideration for a position. Position does not meet the DoD criteria for re-employing former Federal employees who retired under either the Civil Service Retirement System (CSRS) or the Federal Employees Retirement System (FERS). Deliberate attempts to falsify your application information, such as copying portions of this job announcement into your resume, may result in you being removed from consideration for this position. This position is responsible for semi-independent action with moderate impact on efficiency and integrity of the Agency, provides financial management advisory service relating to performance plans, policies, and decisions involving important financial considerations; and requires access to ADP Level II systems, (i.e., Defense Civilian Pay System (DCPS), Standard Automated Voucher Examining System (SAVES), and Defense Business Management System (DBMS)); therefore, this position is non-critical sensitive. PCS is Not Authorized. The following may result in a rating of ineligible. Ineligible applicants receive no consideration. Not selecting an eligibility. Submitting an incomplete application package, such as missing documents, illegible documents, and/or missing information necessary to determine qualifications and eligibility. A resume reflecting part-time (PT)/full-time (FT) or nothing rather than the number of hours worked per week (e.g., 40, 30, 20, etc.) is incomplete. Submitting encrypted documents or uploading Adobe portfolio documents. Submitting any document that contains a photo or image of you. Including social media links, inappropriate material or content, classified or government sensitive information, or personal information such as age, gender, race, religion, or social security number on your resume. Overstating your qualifications and/or experience in your application materials. Deliberately attempting to falsify your application information, such as copying portions of this announcement into your resume.