Customer Assurance Specialist (Senior Specialist )

Customer Assurance Specialist (Senior Specialist)

The Customer Assurance Specialist (Senior Specialist) position performs multiple, varying, and complex assignments under the limited direction of the manager or other experienced professional. Applies experience and advanced knowledge of customer service activities, processes, techniques, and best practices in processing customer comments, orders, and inquiries. Serves as a resource for knowledge/information for customer service policies/procedures and ensures coverage of the help desk function. Applies experience and advanced knowledge applicable to logistics support functions of the National Airspace System to plan and conduct work activities. Assignments frequently require knowledge and experience working across functional and/or organizational lines. Typical assignments may include: providing guidance to less-experienced professionals in day-to-day operations; designing and recommending solutions to complex problems; development of training tools; reviewing, updating and making recommendations to the organizations work instructions; and developing and recommending improvements to systems and/or processes to improve operational efficiency. Incumbent may serve as an organizational representative to the Center of Excellence and a member of cross-functional work groups. Compiles supporting/background information and develops responses to various types of inquiries. Provides input on development of customer support methodologies and determines impacts of technological innovations. Serves as a resource for the Logistics Center System Support team, assisting with projects and process improvements. Established policies, procedures, best practices and precedents governing customer service/help desk activities provide guidance for most assignments, but allow considerable discretion to select the most appropriate approach or to recommend new approaches. Reviews and evaluates applicable process for accuracy and consistency. Demonstrates considerable independence in planning time and helping a manager, project/program manager, and/or team leader to plan and use assigned resources to accomplish projects/programs/activities. May identify and request additional resources, as needed. Contacts typically are internal and external, with regular contacts among major subdivisions and LOB/SOs, customers, and other external parties to share information about the FAA and explain the applications of policies and procedures. Resolves most problems and work issues without the assistance of a manager, project/program manager, team leader, or more experienced professional. Refers to managers and professionals who are more experienced problems that require their attention. May help them develop and recommend solutions. Work is reviewed periodically, typically at major milestones and at completion, for policy compliance and alignment with the requirements of projects and/or other work activities.