Transportation Industry Analyst

** Transportation Industry Analyst (Open to U.S. Citizens)**
**Department of Transportation**
**Location**
3 vacancies in the following location:
**

Relocation expenses reimbursed**
No
**

Telework eligible**
Yes as determined by agency policy
**Duties**
** Summary**
The Office of the General Counsel (OGC), Office of Aviation Consumer Protection (OACP) reviews and responds to consumer complaints and promotes awareness and understanding of consumer rights through online consumer information and education.
**Responsibilities**
**The Transportation Industry Analyst**:
+ Accurately and timely code and input complaints into the computerized database.
+ Handle consumer complaints and inquiries covering a wide-range of airline service issues, including allegations of failure to provide required refunds and allegations of discrimination. Complaints and inquiries must be analyzed to determine relevancy and accurately classified for publication in a monthly air travel consumer report.
+ Communicate orally and in writing with consumers to inform them of their rights and the obligations of airlines and ticket agents to comply with consumer protection and civil rights statutes and regulations.
+ Communicate orally and in writing with airlines and other air travel companies to ensure the complete and timely processing of complaints and compliance with aviation consumer protection and civil rights laws.
+ Perform other tasks and special assignments as necessary related to aviation consumer protection and civil rights complaints. **Ideal Candidate Statement**: The Office of the General Counsel, Aviation Consumer Protection (OACP) is looking for a candidate who is experienced with handling consumer complaints, motivated, and self-reliant. They should be willing to learn and adapt to change in working with skilled professionals that ensure the fairness of the aviation industry.
**Travel Required**
Not required
**

Supervisory status**
No
**

Promotion Potential**
12
**Requirements**
** Conditions of Employment**
+ You must be a U.S.Citizen and eligible for consideration.
+ You must meet specialized experience to qualify.
+ Required documents must be submitted by the closing date.
+ Submit application and resume online by 11:59 PM EST on the closing date.
**CONDITIONS OF EMPLOYMENT:**
+ **SELECTIVE SERVICE:** Males born after 12/31/1959 must be registered for the Selective Service.

** Qualifications**
To meet the minimum qualifications for this position, you must meet the specialized experience qualifications requirement.
**To qualify for the Grade 12**, you must have at least one year of experience equal or equivalent to the GS-11 it must include:
+ Experience documenting, tracking, and investigating airline or aviation customer service issues arising from consumer complaints and/or inquiries in the airline industry or Federal, State, or Local government. **KNOWLEDGE, SKILLS AND ABILITIES (KSAs):**

Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas:
* **Consumer Protection** - Works with aviation consumers and airlines to assess consumer needs, provide information or assistance, resolve their problems and is committed to providing quality products and services.
* **Problem Solving** - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
* **Oral Communication** - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. For all types of consideration, 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.
**For additional information about applying to Federal positions, please click on the following link:**
**Education**
**Additional information**
**This vacancy may be used by any DOT agency to fill similar positions within 90 days.**
**Bus code 1133**
***The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family*.**
** How You Will Be Evaluated**
You will be evaluated for this job based on how well you meet the qualifications above.
**DESCRIBING YOUR EXPERIENCE: PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.** If your resume/ application does not support your questionnaire answers, we will not allow credit for your response(s). Your resume must contain sufficiently detailed information upon which to make a qualification determination. Please ensure that your resume contains specific information such as position titles, beginning and ending dates of employment for each position, average number of hours worked per week, and if the position is/was in the Federal government, you should provide the position series and grade level.
**To compete with U.S. Citizens:** If you meet the qualification requirements, your application will be placed in one of four categories: Platinum, Gold, Silver or Bronze, which is based upon your responses to the vacancy questions. Within these categories, applicants eligible for veteran's preference that have provided supporting documents will receive selection priority over non-veterans. The top rated applications will be reviewed for the quality of your experience, education and training relevant to the position.
**To compete with other competitive status government employees:** If you meet the qualification requirements, your application will be scored based upon your responses to the vacancy questions. The top rated applications will be reviewed for the quality of your experience, education and training relevant to the position. If referred, all relevant documents including performance appraisals and awards submitted with your application package will be forwarded to the hiring official for review.
Eligible Federal employees also seeking consideration for noncompetitive reassignment for this position, must indicate interest in the assessment. In eligibility question 14: select Yes/Other/Former Incumbency of a Position brought into the Competitive Service. Noncompetitive federal candidates must have competitive status on a SF-50, meet minimum qualifications, have served at the same grade or higher, and held or exceeded the promotion potential of this position.
**All applicants:** Your application will be rated on the extent and quality of your experience, education and training relevant to the position. The answers you select in the on-line process must be substantiated in your application package. If upon review, it is determined that your described work history, competencies, and/or supporting documents do not support your answer choices, your application may be updated on your behalf or you may not be referred

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