Customer Service Representative - Oklahoma City, United States - General Services Administration

Description

Customer Service Representative

General Services Administration

Duties

Summary

As a Customer Service Representative you will work with assigned customer agencies in understanding their specific business needs, consulting, and advising on the most effective and efficient means of procuring the services and products to meet those business needs.

We are currently filling one vacancy, but additional vacancies may be filled as needed. Duty Station will be Hanscom AFB, MA or Natick, MA

Responsibilities

As a Customer Service Representative, you will build strategic relationships with Civilian and/or DOD customer agencies in understanding their specific business requirements to advise how GSA acquisition vehicles, eTools, and solutions can meet their needs.

This position involves utilization of data analytics and customer intelligence to develop and execute account management plans to identify and manage business opportunities in a customer relationship management system.

You will work with assigned customer agencies in understanding their specific business needs, consulting, training and advising on the most effective and efficient means of procuring the services and products to meet those business needs


Examples of duties include:

• Serving as an expert technical consultant, performing outreach, advising on the best procurement vehicles and assisting with market research.
• Developing and analyzing information to identify what level of acquisition support and FAS contracting solutions are required to ensure FAS programs solutions are being utilized.
• Providing leadership and direction to customer agencies to determine customer needs and identify or recommend what is the best procurement vehicle to use in order to meet their needs through multiple channels, such as training, events, conference calls, and in person visits.
• Developing leads and sales opportunities through participation at regional events, market research, and referrals.
• Identifying areas where GSA FAS can provide essential contracting solutions by providing procurement data and data analysis as well as encouraging the use of GSA FAS resources.
• Reviewing, evaluating and monitoring the progress of regional and/or national FAS customer relationship management and sales initiatives in accomplishing agency-wide objectives by appraising performance, progress, program status and trends against approved objectives and program goals and schedules.
• Evaluating the effectiveness of segments of FAS programs by analyzing historical spend data and making recommendations to management for improvement to FAS programs based upon such evaluations and in-depth analysis.
• Handling inquiries from customer agencies, industry partners and the general public and serves as a liaison between the inquirer and the appropriate GSA organization.

Travel Required
50% or less - Local Travel approximately 50%
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Supervisory status**No
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Promotion Potential**13

Requirements

Conditions of Employment

• US Citizenship or National (Residents of American Samoa and Swains Island)
• Meet all eligibility criteria within 30 days of the closing date
• Meet time-in-grade within 30 days of the closing date, if applicable
• Register with Selective Service if you are a male born after 12/31/1959
• Direct Deposit of salary check to financial organization required

If selected, you must meet the following conditions:

• 
  Receive authorization from OPM on any job offer you receive, if you are or were (within the last 5 years) a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.
• Serve a one year probationary period, if required.
• Undergo and pass a background investigation (Tier 2 investigation level).
• Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Securitys e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
• Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position.
• Have a valid driver's license

Qualifications

For each job on your resume, provide:

• the exact dates you held each job (from month/year to month/year)
• number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

For a brief video on creating a Federal resume, click .
The GS-13 salary range starts at $102,601 per year but will vary depending on final duty station selection.

If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.

To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service.

Specialized experience is experience in customer account management which includes developing, planning, executing and managing unique customer service strategies to achieve customer support goals; establishing and maintaining relationships in consideration of conflicting customer requirements; experience in formal public speaking and/or presentations to convey information to audiences with divergent expectations or objectives; and serving as a customer advocate while adhering to and advising on the appropriate application of federal policies and regulations.

Education

Note:
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education


For further information, visit:

Additional information

Bargaining Unit status:

AFGE
Relocation-related expenses are not approved and will be your responsibility.
Additional vacancies may be filled from this announcement as needed; through other means; or not at all.

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

You will be evaluated on the questions you answer during the application process, which will measure your overall possession of the following competencies or knowledge, skills, and abilities.

Your responses to these questions must be supported by your resume or your score may be lowered.

• Expert skill in consulting with a diverse customer base, assessing their business needs, and recommending government products and services.
• Expert knowledge of business and industry practices, characteristics, and uses of federal products and services, including the dissemination of information and the establishment and maintenance of business relationships with federal civilian and military agencies to provide advisory/consultant services.
• Expert knowledge of markets and trends in order to develop strategies and plans in the area of customer relations and to plan, organize, implement, promote and assess the effectiveness of programs to customer agencies.
• Knowledge of federal procurement principles and procedures and of different types of contracts. Knowledge of acquisition/procurement regulations, acquisition terminology, acquisition planning and contract administration procedures and practices.
• Expert mastery of consulting principles, practices, and methods necessary to plan, organize, implement, promote, and assess the effectiveness of programs to client agencies.
• Skill in developing and fostering business relationships.
• Ability to use software systems such as Microsoft Office, Google Docs, Excel, PowerPoint, CRM, Access, Word etc.
• Mastery of qualitative and quantitative analysis techniques and methodologies to gather, evaluate and develop comprehensive recommendations to address customer service effectiveness and efficiency matters, as well as

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