Customer Service Analyst

Full Job Description

This position is located in the Atlanta Passport Agency where the incumbent serves as a Customer Service Manager (CSM) responsible for planning and implementing a comprehensive customer service program for the assigned agency/center and, in conjunction with the other regional CSMs and the Customer Service National Program Manager develops customer service programs directorate.

TO LEARN MORE ABOUT CONSULAR AFFAIRS VISIT: https://www.state.gov/about-us-bureau-of-consular-affairs/ 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.

Applicants must have 1 year of specialized experience equivalent to the GS-11 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 participating in public outreach and public relations initiatives; Experience drafting correspondences on behalf of an office; Experience explaining U.S.

citizenship laws and regulations, U.S. passport procedures, and/or services for U.S. citizens. There is no substitute of education for specialized experience for the GS-12 position.

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 organizing, leading, and managing a team to achieve organizational goals and objectives; Experience designing and directing public outreach and public relations initiatives; Experience corresponding with senior officials, congressional offices, government agencies, and/or the media; Experience explaining U.S.

citizenship laws and regulations, U.S. passport procedures, and/or consular services for U.S. citizens. There is no substitute of education for specialized experience for the GS-13 position.

Major Duties:

• Plans and implements comprehensive region-wide customer service programs and operating methodologies for customer service activities designed to ensure that services provided to passport applicants and their representatives meet expectations.
• Develops strategies to plan, organize, and conduct customer surveys to assess the quality of customer service provided by the assigned agency/center.
• Plans, organizes, and conducts periodic web-based, written, telephonic and personal interview surveys of customers to assist management in identifying procedures, management systems, and institutional cultures which impede good customer service.
• recommends customer service program goals and objectives, develops operating procedures, and participates fully in agency/center customer service planning to enhance and improve customer service delivery.
• Participates in developing policies and operating methodologies to recruit passport specialists in key locations, and to develop AND improve training programs for new specialists and provide refresher training for experienced specialists.