Customer Service Analyst

Customer Service Analyst

This position is located in the Bureau of Consular Affairs, Vermont Passport Agency where the incumbent serves as a Customer Service Analyst responsible for planning and implementing a comprehensive customer service program for the assigned agency. Responsibilities include coordinating comprehensive region wide customer service programs designed to ensure that the services provided to passport applicants and their representatives consistently meet expectations. The role also involves developing policies and programs for the enhancement and improvement of services provided to U.S. citizen passport applicants and their representatives. Additionally, the incumbent coordinates the recruitment and utilization of agents at acceptance facilities throughout the region and analyzes the adequacy and accuracy of the instruction, advice, and assistance provided to acceptance agents by passport specialists.

Requirements include meeting all the required qualification requirements described below by the closing date of this announcement. 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.

GS-12

Applicants must have one 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.

GS-13

Applicants must have one 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.

Education requirements do not apply to this vacancy announcement.

For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, situational telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.