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Supervisory Customer Service Director

4 months ago

Fort Worth, United States General Services Administration Full time

** Supervisory Customer Service Director**

**General Services Administration**

As a Supervisory Customer Service Director, you will serve as a Branch Chief of the Customer Relationship Management and Outreach Branch within the Customer and Stakeholder Engagement Division (CASE).

**Location of position:**

Federal Acquisition Service (FAS)/Region 7/Customer and Stakeholder Engagement division (CASE), Ft. Worth, TX Category 2

We are currently filling one vacancy, but additional vacancies may be filled as needed. **Location**

+ **Duties**

* Provides oversight and guidance to the Customer Service Directors (CSD) within the Customer and Stakeholder Engagement division (CASE). The employee is responsible for coordinating and administering various phases of the regional CASE operations. Focuses on business development and customer service and oversees CSD support for all FAS business lines including assisted acquisition services, network services, fleet management, property management, supply, and commercial acquisition. Provides oversight and direction on CSD visits to customer agencies, and meets with high-level customers in conjunction with CSDs as required.

* Develops an annual comprehensive marketing and strategic implementation plan for the region and oversees daily activities of the CSDs within the region's five state territory and ensures that plan goals and objectives are met.

* Implements decisions made by the Division Director and/or higher level agency management officials in the areas of market research, public relations, customer outreach, and advertising services.

* Recognizes as an expert on FAS regional programs and develops long-range plans and recommendations to assist FAS business lines in meeting their program goals.

* Supervises associates engaged in the various aspects of contracting, purchasing, and related work. Insures timely performance of a satisfactory quality and quantity of work. Plans work to be done; sets priorities, and establishes schedules and deadlines; approves leave.

**Requirements**

** Conditions of Employment**

* US Citizenship or National (Residents of American Samoa and Swains Island)

* Meet all eligibility criteria within 30 days of the closing date

* Meet time-in-grade within 30 days of the closing date, if applicable

* Register with the Selective Service if you are a male born after 12/31/1959

If selected, you must meet the following conditions:

* Due to COVID-19, the agency is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement within 45 days. At that time, you may be eligible to request to continue to telework one or more days a pay period depending upon the terms of the agencys telework policy.

* Receive authorization from OPM on any job offer you receive, if you are or were (within the last 5 years) a **political** Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.

* Serve a one year probationary period, if required.

* Undergo and pass a background investigation (Tier 4 investigation level).

* Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Securitys e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.

* Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position

* Serve a one year supervisory or managerial probationary period, if required

** Qualifications**

For each job on your resume, provide:

* the exact dates you held each job (from month/year to month/year)

* number of hours per week you worked (if part time).

If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

For a brief video on creating a Federal resume, click .

The GS-14 salary range starts at $108,885 per year.

To qualify, you must have at least one year of specialized experience equivalent to the GS-13 level or higher in the Federal service

Specialized experience requirement:

Specialized experience is managing a diversified product and service-provider program which includes developing and implementing marketing and strategic business plans; utilizing qualitative and quantitative analytical methods and principles to conduct and validate marketing studies; applying marketing methods/techniques to evaluate and monitor business performance, market research, business development strategies, and customer service; using marketing strategies as a business discipline; and leading others to develop and maintain client relationships through customer account management.

**Additional information**

Bargaining Unit status: None

Relocation-related expenses are not approved and will be your responsibility.

Additional vacancies may be filled from this announcement as needed; through other means; or not at all.

* A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. .

You will have access to many including:

+ Health insurance (choose from a wide range of plans)

+ Life insurance coverage with several options

+ Sick leave and vacation time, including 11 paid holidays per year

+ Thrift Savings Plan (similar to a 401(k) plan)

+ Flexible work schedules

+ Transit and child care subsidies

+ Flexible spending accounts

+ Long-term care insurance

+ Training and development Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

You will be evaluated for this job based on how well you meet the qualifications above.

You will be scored on the questions you answer during the application process, which will measure your possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.

* Ability to supervise and direct the staff of the Customer Relationship Management and Outreach Branch in the daily activities of customer education and service.

* Knowledge of the CASE program operations are highly diverse in nature and require a knowledge of FAS and other business lines. The employee performs very broad and extensive public affairs and special events related to FAS business lines that are of significance to Federal agencies.

* Ability to have a successful implementation of a clear, consistent strategy promoting the capabilities of the FAS organization which will result in a governmentwide impact of promoting GSA as the acquisition solution provider of choice.

* Ability to perform by this position involves the development of a strategic sales/marketing communication plan to promote FAS goals, products, and services.

* Human Capital Management - Builds and manages workforce based on organizational goals, budget considerations, and staffing. Ensures that employees are appropriately recruited, selected, appraised, and rewarded; takes action to address performance problems. Manages a multi-sector workforce and a variety of work situations.

* Developing Others - Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.

* Team Building - Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates t