Senior Customer Service Field Representative

Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional. Acts as the contributing specialist within an assigned Service Area; provides guidance and review of best practices to less experienced customer service representative professionals. Applies experience and comprehensive knowledge to identify and resolve complex problems, and identifies trends, accomplishments, issues and practices.

Interacts with other organizations within the FAA, and externally to other government agencies as the FAA Logistics Center representative, providing consultation and guidance on FAA Logistics Center products and services. Performs advisory service to the Manager, Quality Systems Group and other management officials as to cause, trends, and potential future developments affecting performance and relationships between the FAA Logistics Center and external organizations within assigned service areas. Conducts special studies of major FAA Logistics Center activities and processes to identify and propose solutions to management.

Incumbent provides consulting services and participates in development and maintenance of process measurements that impact customer satisfaction and operational effectiveness of the FAA Logistics Center. Independently controls and responds to customer concerns, regardless of complexity. Incumbent initiates, researches, and processes problem reports and inquiries from customers and stakeholders, assuring follow-up through resolution.

Participates in ATO management groups, work groups, or other customer teams as the Logistics Center representative. Provides direction and guidance for committees, teams, and working groups involved in development of customer service orders, directives, and customer service workflow processes. Independently plans time.

Identifies, plans, and organizes available resources to accomplish projects/programs/activities. Conducts analysis of National Airspace System (NAS) Operational Control Center reports, meeting minutes, trade publications, and customer service system reports to identify potential areas of concern. Identifies potential business opportunities for FAA Logistics Center organizations, initiates action, assists Logistics Center organizations in an advisory capacity, and monitors progress through completion.

Contacts are internal and external. May act as a point of contact to provide advice and guidance on the applications of policies and procedures. May be called upon to communicate FAA positions on policies and procedures internally and externally.

Performs frequent visits to Air Traffic Organization (ATO) field facilities to evaluate effectiveness of FAA Logistics Center programs and to promote efficient use of FAA Logistics Center services. Incumbent provides assistance when needed to external customers during disaster restoration activities affecting NAS facilities. Prepares a variety of correspondence, memoranda, report of findings, white papers, and process audits regarding refinements in technique and procedure, corrections of master file records, instructions for change to current systems, and recommendations resulting from problem analysis.

Provides analysis of policies, standards, processes, and resource allocations, and recommends economical and effective logistics support options to management in support of agency programs and customer requirements. Established policies/procedures provide guidance for most assignments, but allow considerable discretion for employee to select the most appropriate approach(es) or develop new approaches. Assignments regularly require interpretations of internal and external policies and extrapolations from precedents.

May perform other duties as assigned.

We are not accepting applications from noncitizens.

See Qualifications Required. KSA INFORMATION: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA.

Your work history examples should be specific and clearly reflect the highest level of ability.

Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided.

Your answers may be adjusted by a Human Resource Specialist as appropriate. Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.

IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.

We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements NOTES: 1.

Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be accepted.

1. Some, none or all applicants may be interviewed.
2. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.
3. Additional information regarding living in Oklahoma can be found at https://www.abetterlikeokc.com
4. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: https://www.faa.gov/jobs/working_here/benefits
5. To confirm receipt of documents, please contact Jaedin Hypes at (405) 954-4517 or [email protected]. Links to Important Information: Locality Pay, COLA

Applicants may be required to complete one or multiple assessments as part of the evaluation process. This assessment aims to evaluate the competencies and qualifications essential for the position.

You must apply online to receive consideration.

Your application must be submitted by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must be submitted at the time a referral list is created in order to receive consideration for positions associated with a register. RESUMES ARE LIMITED TO TWO PAGES.

IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC AND INCLUDE INFORMATION AS IT RELATES TO THE QUALIFICATIONS AND SPECIALIZED EXPERIENCE REQUIREMENTS OF THIS POSITION. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Relevant work experience: should align to the Job Announcement and address all required qualifications and include job title, employer name, start/end dates, number of hours worked per week. Education, certification or licensure: If required, education should include school/institution name, completion date, degree type and GPA.

Determining length of General or Specialized Experience is dependent on the above information and failure to provide ALL of this information may result in a finding of ineligible.

You may upload completed documents to your USAJOBS Account. This will provide you the opportunity to utilize the uploaded information again when applying for future vacancies.

A Notification of Personnel Action (SF-50) is required to verify area of consideration. Other supplemental documentation (e.g., transcripts, etc.) will be accepted in combination with your online application. These documents must be included with your application or emailed to [email protected] on or before the closing date of this announcement.

All emailed documents should reference the announcement number. If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement.

You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy. If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.