** Customer Service Representative**

**General Services Administration**

**Duties**

** Summary**

As a Customer Service Representative, you will advocate and account for customers within the Federal Government for acquisition/program offices.

**Location of position:** FAS, Office of Customer Stakeholder Engagement Division, Baltimore, MD or Norfolk, VA

We are currently filling one vacancy, but additional vacancies may be filled as needed.

**Responsibilities**

This position is located in the Federal Acquisition Service, Customer and Stakeholder Engagement (CASE) Division. This office is responsible for providing data-driven, strategic account management that delivers mission value to FAS portfolios, our agency clients, and the taxpayer. The CASE approach to strategic account management is to (1) Build strategic FAS client relationships and become a trusted advisor; (2) Generate analytics and customer intelligence which drive FAS business decisions; and (3) Leverage the above, relationships and intelligence, to efficiently identify and manage business opportunities.

Duties:

As a Customer Service Director, 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 - 50% or less - As a customer service representative some travel within Mid-Atlantic region and perhaps travel nationally for meetings and conferences

** Supervisory status**

No

** 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

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 4 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 $92,58 for Norfolk, VA and $103,690 for Baltimore, MDper year.

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: varies pending location

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.

+ Experience with federal procurement principles and procedures and of different types of contracts. Demonstrated knowledge of acquisition/procurement regulations, acquisition terminology, acquisition planning and contract administration procedures and practices. Understanding of GSA questions, vehicles and solutions.

+ 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.

+ Knowledge and experience with process improvement methodologies to brainstorm, analyze, prioritize a