Summary Open to United States Citizens Pay for first time hires to the Federal Govt will typically be set at step 1 salary for their respective grade level. This announcement will be used to fill positions at entry grade level of GS-07 with promotion potential at the Full Performance Level GS-08. To view pay rates in a specific location visit the OPM pay tables at https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/ Responsibilities Serves as a Supervisory Customer Service Representative in a Customer Care Center. Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informal appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by subordinate employees when issues cannot be resolved. Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries. For vacancies filled at less than the full performance level of the position, duties will be developmental in nature. Requirements Conditions of Employment Qualifications One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07 level; GS-07 for GS-08 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07: Specialized Experience is defined as applying clear and concise customer service skills used for communicating with customers; developing solutions and/or explaining situations and/or outcomes to customers; interpreting technical materials; resolving problems within automated financial systems. For GS-08: Specialized experience is defined as developing solutions and/or explaining situations and/or outcomes to customers and resolve the most complex, time-sensitive, and/or highly visible customer problems; managing workload and employees; extensive customer service communication skills; enforcing regulations to ensure policies are being adhered to. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-07, applicants must have served 52 weeks as a GS-06 or higher grade in Federal Service. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 or higher grade in Federal Service. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement. Education GS-07 Substitution of Education for Experience: 1 year of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. ((One full year of graduate education is the number of hours the school determines to equal one year. If this information is unavailable, 18 semester hours will be used as the standard.) Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). GS-08 Substitution of Education for Experience: Eighteen (18) months of graduate level education may be substituted to meet the specialized experience required when it is directly related to the work of the position being filled. Equivalent combinations of successfully completed graduate level education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html). Additional Information Moving expenses will not be paid. The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here. Telework availability is dependent upon position and will be based upon the mission requirements and supervisory determination. Veteran's Preference: Veteran's preference does not apply under this Direct Hire Authority (DHA). This position is being filled under the Direct Hire Authority for Certain Personnel of the Department of Defense via delegated authority by the Office of the Secretary of Defense. Positions may be filled as permanent or term with a full-time or part-time work schedule. Pay will vary by geographic location. We reserve the right to close this announcement early or to extend, as appropriate, based upon the needs of the Agency. Qualified application packages may be referred to management at various points in the selection process depending on the number and timing of applications received. Selections may be made at any point during the announcement open period. Selections are subject to restrictions resulting from the DoD Program for Stability of Civilian Employment. A one year probationary or trial period may be required. We may use this announcement to fill additional vacancies within 90 days of the closing date. This position is an Exempt from the Fair Labor Standards Act. Travel requirement is Seldom. This position is covered by a bargaining unit. Retired Civil Service Employee: Employment of retired Federal employees receiving an annuity is subject to the requirements of the Department of Defense (DoD) policy guidance.(See DoD Instruction 1400.25, Volume 300, here) This position requires you to obtain and maintain a Level 1 Certification under the DoD Financial Management (FM) Certification Program as a condition of employment. If you are selected, you will have to obtain this certification within two (2) years of your entry on duty in the position unless you are already in a position that requires a Level 1 Certification in which case you must complete the certification within the original 2-year period. Failure to become certified within the required time-frame may be grounds for removal from the position and/or from Federal service. Information about the DoD FM Certification Program is available at FM Certification The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements. Pay for first time hires to the Federal Government will typically be set at step 1 salary range for their respective grade level.