Senior Customer Service Field Representative
What you'd do
Incumbent serves as a Senior Customer Service Field Representative for the FAA Logistics Center.
Major duties
Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional. Acts as the contributing specialist within an assigned Service Area; provides guidance and review of best practices to less experienced customer service representative professionals. Applies experience and comprehensive knowledge to identify and resolve complex problems, and identifies trends, accomplishments, issues and practices. Interacts with other organizations within the FAA, and externally to other government agencies as the FAA Logistics Center representative, providing consultation and guidance on FAA Logistics Center products and services. Performs advisory service to the Manager, Quality Systems Group and other management officials as to cause, trends, and potential future developments affecting performance and relationships between the FAA Logistics Center and external organizations within assigned service areas. Conducts special studies of major FAA Logistics Center activities and processes to identify and propose solutions to management. Incumbent provides consulting services and participates in development and maintenance of process measurements that impact customer satisfaction and operational effectiveness of the FAA Logistics Center. Independently controls and responds to customer concerns, regardless of complexity. Incumbent initiates, researches, and processes problem reports and inquiries from customers and stakeholders, assuring follow-up through resolution. Participates in ATO management groups, work groups, or other customer teams as the Logistics Center representative. Provides direction and guidance for committees, teams, and working groups involved in development of customer service orders, directives, and customer service workflow processes. Independently plans time. Identifies, plans, and organizes available resources to accomplish projects/programs/activities. Conducts analysis of National Airspace System (NAS) Operational Control Center reports, meeting minutes, trade publications, and customer service system reports to identify potential areas of concern. Identifies potential business opportunities for FAA Logistics Center organizations, initiates action, assists Logistics Center organizations in an advisory capacity, and monitors progress through completion. Contacts are internal and external. May act as a point of contact to provide advice and guidance on the applications of policies and procedures. May be called upon to communicate FAA positions on policies and procedures internally and externally. Performs frequent visits to Air Traffic Organization (ATO) field facilities to evaluate effectiveness of FAA Logistics Center programs and to promote efficient use of FAA Logistics Center services. Incumbent provides assistance when needed to external customers during disaster restoration activities affecting NAS facilities. Prepares a variety of correspondence, memoranda, report of findings, white papers, and process audits regarding refinements in technique and procedure, corrections of master file records, instructions for change to current systems, and recommendations resulting from problem analysis. Provides analysis of policies, standards, processes, and resource allocations, and recommends economical and effective logistics support options to management in support of agency programs and customer requirements. Established policies/procedures provide guidance for most assignments, but allow considerable discretion for employee to select the most appropriate approach(es) or develop new approaches. Assignments regularly require interpretations of internal and external policies and extrapolations from precedents. May perform other duties as assigned.
What you need to qualify
To qualify for this position at the FV-I (GS/FG-13) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-H (FG/GS-12) 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: Experience with quality programs, project management, and facilities management; experience establishing and maintaining customer service and continuous quality improvements; experience in providing organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management; making recommendations based on findings/conclusions. ALSO Quality Ranking Factor (QRF): Well-qualified candidates will demonstrate detailed experience in effectively communicating with other organizations inside and outside the FAA by establishing and maintaining customer service, quality improvement and FAA Logistics Center processes and goals. In addition, the well-qualified applicant will have experience and extensive background working with FAA programs including but not limited to; Industrial and Financial Systems (IFS), Life Cycle Support System (LCSS), Quality Management System (QMS), Warehouse Management System (WMS), and Tech Net. Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of the vacancy announcement.
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