Customer Assurance Specialist (Senior Specialist )

Summary Serves as a Customer Assurance Specialist in the FAA Logistics Center. Responsibilities 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 advance 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. Requirements Conditions of Employment We are not accepting applications from noncitizens. Qualifications To qualify for this position at the FV-H (FG/GS-12) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-G (FG/GS-10/11) level. Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. SPECIALIZED EXPERIENCE includes: interpreting and applying laws, rules, policies and regulations, experience identifying problem areas and providing recommendations for improvement; experience developing training tools, present clear and concise information with targeted audiences. Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of the vacancy announcement. Education See Qualifications Required. KSA INFORMATION: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA. In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate. Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration. Additional Information We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements NOTES: 1. Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be accepted. 2. Some, none or all applicants may be interviewed. 3. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job. 4. Additional information regarding living in Oklahoma can be found at https://www.abetterlikeokc.com 5. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: https://www.faa.gov/jobs/working_here/benefits 6. To confirm receipt of documents, please contact Jaedin Hypes at (405) 954-4517 OR Kuba.J.Hypes@faa.gov. Links to Important Information: Locality Pay, COLA