Job summary

See below for important information regarding this job.

Major duties

The Lead Customer Account Specialist (LCAS) works as a senior team member within the Customer Relationship Management (CRM) Team and provides oversight of workload, ensuring work is distributed and balanced among employees. Oversees actions to resolve customer order/support problems and complaints, and ensures adequate coordination with other process areas. Monitors the progress of subordinate Customer Account Specialist (CAS) in addressing/resolving customer delivery and payment issues, customer initiated price challenges, and problems with pricing anomalies. Analyzes performance data bearing on the CRM Cell program goals and objectives and those of its customers. Prepares briefing materials including background information, recommendations, statistical data, charts and graphs. Develops and/or participates in designing and implementing customer feedback systems and strategies for measuring customer satisfaction.

Qualification

To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Perform analysis of issues concerning the efficiency, effectiveness and productivity of customer operations. Perform customer support studies by applying and adapting analytical and evaluative methods. Conduct program reviews that involve evaluating, advising on, and improving the effectiveness of customer service/support programs. Oversee actions to resolve customer order/support problems and complaints. 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, religious, 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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Evaluations

The assessments for this job will measure the following Competencies: Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Reasoning Self-Management Stress Tolerance Teamwork Once the application process is complete, a review of your resume and supporting documentation may be completed and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The rating you receive is based on your responses to the assessment questionnaire and USA Hire assessments. The score is a measure of the degree to which your background matches the competencies required for this position. If your resume and/or supporting documentation is reviewed and a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.