Customer Account Coordinator

Position can be filled in any of the following locations: Washington, DC; Kansas City, MO; Fort Worth, TX; Lakewood, CO; and Tacoma, WA. As a Customer Account Coordinator you will perform the following duties: Helps develop, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of GO.gov and Travel Shared Services, the customer, and GSA to achieve agencies' service objectives. Liaison between the customer and GO.gov vendor and/or other travel programs to provide strategic advice and direction to agency and stakeholder representatives.

Collaborate with the travel and GO.gov stakeholders to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs and to communicate service benchmarks and share best practices. Works with higher grade specialists to develop and maintain a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs. Develop relationships and partnerships within travel business lines to leverage talent, enhance innovation, minimize misunderstandings, and build awareness of account management.

Implements, measures and monitors account strategies and business opportunities to ensure strategies and opportunities are successfully implemented at the national level and, where appropriate, within the regions, to achieve account plan goals. Help facilitate the development of solutions, options and recommendations, working with GO.gov stakeholders and the customers to identify and implement a satisfactory solution. Promote initiatives designed to continuously improve the economy, efficiency and effectiveness of GO.gov services.

Researches customer issues and customer service complaints to develop a comprehensive and impartial understanding of the problem(s), the history, root causes, and the impact on both the customer and GSA. Determine when to elevate issues to senior leadership. Conduct research in GO.gov & Travel Shared Services to understand the customer's mission and business drivers and assesses factors which may impact its travel & expense needs nationwide.

Provides accurate, reliable and timely information in response to customer questions and requests, including regular progress updates and oversight to ensure that the solutions are being implemented as agreed to and effectively resolving the problems or issues identified.

If selected, you must meet the following conditions: Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non­Career SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.

Serve a one year probationary period, if required. Undergo and pass a background investigation (Tier 4 investigation level).

A panel of Subject Matter Experts (SMEs) will review the application of qualified candidates and assign a score for each of the five required Knowledge, Skills, and Abilities (KSAs) based on the experience documented in the resume and narrative responses. Skill in developing and maintaining collaborative relationships at various tactical and strategic levels within business line customers and stakeholders to build strategic relationships, achieve common goals, and to resolve sensitive issues. Skill in developing and leading integrated teams that accomplish goals and contribute to team performance and success.

Skills applying a wide range of qualitative and/or quantitative methods for assessing and improving strategic customer relationships, and for interpreting and applying complex legislative, policy and regulatory decisions. Skill in gathering information from various sources, consulting with customers, stakeholders and technical experts and exercise analytical thinking to solve key business challenges across key travel stakeholders, products, and services to meet customer workplace needs. Skills using project management schedule software and tracking tools for logging and reporting status on issues, actions, and risks and analyzing information for stakeholders and collaborators.

Demonstration of these KSAs must be supported by your application.

Applicants should also make note of each KSA, as you will be asked to address them later in the application process. Consideration will be given to performance appraisals and incentive awards in merit promotion selection decisions in accordance with 5 CFR 335.103(b)(3). You should list any relevant performance appraisals and incentive awards in your resume so that information will be taken into consideration during the selection process.

If selected, you may be required to provide supporting documentation. If you are eligible under the Interagency Career Transition Assistance Plan (ICTAP) or GSA's Career Transition Assistance Plan (CTAP), your resume must clearly demonstrate experience in at least 3 of the 5 required Knowledge, Skills, and Abilities (KSAs) to receive priority consideration.

You may preview questions for this vacancy.

Candidates will not be hired based on their race, sex, color, religion, or national origin. Applicants are encouraged to make their resume searchable in their USAJOBS.gov profile. This will allow Federal hiring specialists and hiring managers across agencies to find their resume as part of agency recruitment campaigns or staffing searches.

If you apply to this position and are selected, we will not ask about your criminal history before you receive a conditional job offer. If you believe you were asked about your criminal history improperly, contact the agency or visit GSA's webpage. Relocation-related expenses are not approved and will be your responsibility.

Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area as needed; through other means; or not at all.

Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job. If you are having issues applying to this announcement, you should switch to a different browser, network or device.

Note: Your firewall may block your transfer from USAJOBS to your GSA application. To begin, click the Apply Online button on the vacancy announcement. Sign in or register on USAJobs and select a resume and documents to include in your application. Resumes exceeding two pages will not be accepted by USAJOBS and will prevent your application from moving forward in the hiring process. Please see Required Documents for additional details. Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.

Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.

Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online.

You may choose one or more of the following options to submit your document(s): Upload (from your computer) or USAJOBS (click the "USAJOBS" link to complete the transfer process). Need Assistance? Questions or issues completing an application and/or submitting documentation - contact [email protected] or 1-866-656-6831 Monday-Friday 7AM - 7PM EST, except for Federal holidays Specific questions on the position - contact the HR representative (Monday-Friday during normal business hours) listed on the announcement, prior to the application deadline You must receive HR approval before deviating from these instructions.

Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing.

ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.

Your resume should not exceed 2 pages and must demonstrate the specialized experience related to the position for which you are applying.

Your resume must contain the following information: Name, address, telephone number, email address; Job Title (if Federal Service, provide series and grade; if not in GS plan, provide GS equivalent grade); Relevant work experience—should include employer name, job title, start and end dates (month/year), the number of hours worked per week and descriptions that explain how you meet the required qualifications in the job announcement. Education, certifications or licensures—If the job announcement requires any education, certifications or licensures, make sure to include the required information and any required documents like transcripts.

Your resume should contain enough information to make a valid determination that you fully meet experience requirements for each grade level you are applying to. If you do not provide enough information for us to determine your qualifications, you may be rated ineligible. If you are CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal. Current or Former Political Appointees: Submit SF-50.