Customer Service Specialist

Date Posted: Tue, 04 Aug 2020 05:53:29
Salary: -

Job Description

08/04/2020 to 08/08/2020

Competitive

GS 11

$72,030 to $93,638 per year

Permanent

Full-Time

Few vacancies in the following location:

No

Yes as determined by agency policy

Federal employees who meet the definition of a "surplus" or "displaced" employee.

Family members of a federal employee or uniformed service member who is, or was, working overseas.

Current or former competitive service federal employees.

Certain current or former term or temporary federal employees of a land or base management agency.

Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.

Federal career or career conditional employees in the competitive service; displaced Federal employees with CTAP or ICTAP eligibility; Military Spouses; individuals eligible for VEOA or VRA appointments; 30% disabled veterans; foreign service employees; national service (Peace Corps/VISTA); certain former overseas employees; former employees with reinstatement eligibility; and individuals with disabilities.

HHS-ASA-MP-20-10874271

575236500

This position is located in the Department of Health And Human Services, Assistant Secretary for Administration, headquartered in Washington, District of Columbia. Additional selections may be made across the Department of Health and Human Services through this vacancy announcement

Manages customer's payroll service request from problem logging to resolution. Uses an incident management system to log, track, resolve, and report customer problems and inquiries. Assists senior team members in measuring improving payroll processes. Administers the customer scorecard, customer satisfaction surveys, and on-going performance for assigned customer accounts. Receives and handles customer that require problem resolution. Develops individual employees through informal mentoring and knowledge transfer practices.

Not required

No

None

0301 Miscellaneous Administration And Program

Minimum Qualification Requirements:

A. Have at least one year of specialized experience, equivalent to the GS-09 grade level in the Federal service that includes resolving complex pay roll and personnel issues; handling customer requests that require problem resolution; and serving as a liaison with client agency and implementing changes based on customer needs. OR B. Have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree in any field of study or LL.M., if related. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours will satisfy the 1 year of full-time study requirement. OR C. Have a combination of experience as described in "A" above and education as described in "B" above.

Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. Experience refers to paid and unpaid experience, including volunteer work done through national Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.

Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov.

Travel, transportation, and relocation expenses may be paid. Bargaining Unit Position: No Drug Screening Required: No Recruitment incentives may be authorized. Student loan repayment incentive may be authorized. Annual leave for non-federal service may be authorized. Special Hiring Authorities for Veterans - https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/veterans/ Special Hiring Authorities for Military Spouses - https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/military-spouses/ People With Disabilities (Schedule A) - https://help.usajobs.gov/index.php/Individuals_with_Disabilities Career Transition Program: This program applies to Federal service employees whose positions have been deemed surplus or no longer needed, or employees who have been involuntarily separated from a Federal service position within the competitive service. To receive selection priority for this position, you must: 1) meet eligibility criteria for CTAP or ICTAP; 2) be rated well-qualified for the position; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. Well-Qualified includes those applicants whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements for the position. For information on eligibility criteria and required documentation, go to: http://www.opm.gov/rif/employee_guides/career_transition.asp Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office. If you are unable to apply online, please go to https://help.usastaffing.gov/Apply/index.php?title=Alternate_Application_Information for more information on our alternate application method.

You will be evaluated for this job based on how well you meet the qualifications above.

Additional selections may be made for similar positions across the Department of Health and Human Services (HHS) within the local commuting area(s) of the location identified in this announcement. By applying, you agree to have your application shared with any interested selecting official(s) at HHS. Clearance of CTAP/ICTAP will be applied for similar positions across HHS. Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. For Competitive Merit Promotion and Veterans Employment Opportunities Act (VEOA) Applicants: The highest rated candidates will be referred to the hiring agency. For Noncompetitive Applicants: All qualified candidates will be referred to the hiring agency. Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

Not Required

No

Moderate Risk (MR)

Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes:

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.

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. Learn 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.

To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below. *To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire. *Click the Submit My Answers button to submit your application package. *It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USAJOBS account at https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USAJOBS account at https://my.usajobs.gov/Account/Login and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete. The complete Application Package must be submitted by 11:59 PM (EST) on 08/08/2020.

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SROCHelpDesk@hhs.gov

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The best qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to make a selection within 45 days of the closing date of this announcement. You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed (generally 4-6 weeks).

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/575236500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Learn more about

Become a part of the Department that touches the lives of every American! At the Department of Health and Human Services (HHS) you can give back to your community, state, and country by making a difference in the lives of Americans everywhere. It is the principal agency for protecting the health of citizens. Join HHS and help to make our world healthier, safer, and better for all Americans.

The Assistant Secretary for Administration (ASA) provides leadership for HHS departmental administration, including human resource policy, information technology, and departmental operations. The ASA also serves as the operating division head for the HHS Office of the Secretary.

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SROCHelpDesk@hhs.gov

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Under the VOW (Veterans Opportunity to Work) to Hire Heroes Act of 2011, if claiming 5 point preference, submit written documentation from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted with your application...

Company : US Department of Health And Human Services

Job Title : Customer Service Specialist

location :

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