Customer Service Specialist

SummaryThe Customer Service Manager is assigned to the Communications and Stakeholder Relations Service and reports directly to the Supervisory Public Affairs Officer. The Customer Service Manager is responsible for the design, implementation, direction, and policies related to patient and staff satisfaction at Dublin VA Medical Center and community based clinics.ResponsibilitiesThis is a Re-Announcement from Vacancy Announcement CBBM-10733841-20-SN, in order to be re-considered you must apply under this announcement. Coordinates the development of the final tactical plan and oversees the planned customer service initiatives. Evaluates the impact and effectiveness of customer service initiatives and plans and advises management if efforts should be discontinued, emphasis changed, or coverage expanded. Interprets regulations, legislation, including VHA Directives regarding customer service, develops and implements local policy to support the regulations and provides advice to management on related issues. Obtains latest information from staff, leadership and Veterans to coordinate with the Supervisory Public Affairs Officer for use in news releases, radio programs, articles, and meetings with media representatives. Develops and implements customer service marketing strategies to increase employee and patient satisfaction. Consults with Leadership to define customer service objectives that promote patient and staff satisfaction. Performs duties directly contributing to the administrative management of customer service program in a health care delivery system. Duties require the ability to apply specialized principles and practices of customer service, marketing and healthcare management. Provides full staff assistance on administrative matters affecting patient care, education, and organizational policy. Work Schedule: Monday-Friday 8:00 a.m. - 4:30 p.m.Telework: Not AvailableVirtual: This is not a virtual position.Position Description/PD#: Customer Service Specialist/PD037840Relocation/Recruitment Incentives: Not AuthorizedFinancial Disclosure Report: Not requiredRequirementsConditions of EmploymentQualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/03/2020. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Analyze problems to identify significant factors, gather pertinent data, and recognize solutions; plan and organize work; and communicate effectively orally and in writing. OR,Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D or equivalent graduate degree or two full years of progressively higher level graduate education leading to such a degree. You will be rated on the following Competencies for this position:Creative ThinkingCustomer ServiceDecision MakingInterpersonal SkillsOral CommunicationVeteran and Customer Focus Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Some of the work is sedentary in an office setting; however, the incumbent works and circulates throughout the medical center. There is extensive walking, standing, bending, carrying light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and/or other employees can become intense and the employee may be frequently placed in a position of stress. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.EducationA transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.Additional InformationVA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online view the following link for information regarding an Alternate Application.