Lead Customer Service Representative

Job summary

This job announcement uses the USA Hire Assessment to evaluate applicants. For more information, visit USA Hire Assessment. Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees reporting to DFAS Columbus and eligible Priority Placement Program DoD Military Spouse Preference applicants.

Major duties

Distributes and balances the workload among employees in accordance with established requirements. Assures timely accomplishment of the assigned workload and assures each employee has enough work. Maintains documentation and production reports of daily workload and work accomplished. Provides on-the-job training in accordance with established practices and procedures. Maintains current knowledge and answers questions on procedures, regulations, policies, and directives. Instructs employee in specific tasks and job techniques.

Qualification

One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required. For GS-07: Specialized experience at the GS-06 grade level is defined as: applying financial regulations, policies and procedures to research customer issues; developing solutions and explaining regulations and outcomes to customers; interpreting technical materials and recommending improvements to workflow efficiency. GS-07 Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-07, applicants must have served 52 weeks as a GS-06 or higher grade in Federal Service. ** The effective date of your SF-50 must reflect that you will meet the 52-week time in grade requirement within 30 days of the announcement closing. ** You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Education

GS-07 Substitution of Education for Experience: One full year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).

Evaluations

IMPORTANT NOTE - YOU MUST FOLLOW ALL APPLICATION INSTRUCTIONS CAREFULLY. ERRORS OR OMISSIONS MAY AFFECT YOUR RATING. You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Arithmetic/Mathematical Reasoning Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reasoning Self-Management Teamwork Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.