As a Customer Service Representative, you will advocate and account for customers within the Federal Government for acquisition/program offices.
Location of position: FAS, Office of Customer Stakeholder Engagement Division, Baltimore, MD or Norfolk, VA
We are currently filling one vacancy, but additional vacancies may be filled as needed.
This position is located in the Federal Acquisition Service, Customer and Stakeholder Engagement (CASE) Division. This office is responsible for providing data-driven, strategic account management that delivers mission value to FAS portfolios, our agency clients, and the taxpayer. The CASE approach to strategic account management is to (1) Build strategic FAS client relationships and become a trusted advisor; (2) Generate analytics and customer intelligence which drive FAS business decisions; and (3) Leverage the above, relationships and intelligence, to efficiently identify and manage business opportunities.
As a Customer Service Director, you will build strategic relationships with Civilian and/or DOD customer agencies in understanding their specific business requirements to advise how GSA acquisition vehicles, eTools, and solutions can meet their needs. This position involves utilization of data analytics and customer intelligence to develop and execute account management plans to identify and manage business opportunities in a customer relationship management system.
You will work with assigned customer agencies in understanding their specific business needs, consulting, training and advising on the most effective and efficient means of procuring the services and products to meet those business needs. Examples of duties include:
- Serving as an expert technical consultant, performing outreach, advising on the best procurement vehicles and assisting with market research.
- Developing and analyzing information to identify what level of acquisition support and FAS contracting solutions are required to ensure FAS programs solutions are being utilized.
- Providing leadership and direction to customer agencies to determine customer needs and identify or recommend what is the best procurement vehicle to use in order to meet their needs through multiple channels, such as training, events, conference calls, and in person visits.
- Developing leads and sales opportunities through participation at regional events, market research, and referrals.
- Identifying areas where GSA FAS can provide essential contracting solutions by providing procurement data and data analysis as well as encouraging the use of GSA FAS resources.
- Reviewing, evaluating and monitoring the progress of regional and/or national FAS customer relationship management and sales initiatives in accomplishing agency-wide objectives by appraising performance, progress, program status and trends against approved objectives and program goals and schedules.
- Evaluating the effectiveness of segments of FAS programs by analyzing historical spend data and making recommendations to management for improvement to FAS programs based upon such evaluations and in-depth analysis.
- Handling inquiries from customer agencies, industry partners and the general public and serves as a liaison between the inquirer and the appropriate GSA organization.
50% or less - 50% or less - As a customer service representative some travel within Mid-Atlantic region and perhaps travel nationally for meetings and conferences
Job family (Series)
0301 Miscellaneous Administration And Program
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 Selective Service if you are a male born after 12/31/1959
If selected, you must meet the following conditions:
- 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 Security’s 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
- Have a valid driver's license
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 here.
The GS-13 salary range starts at $92,58 for Norfolk, VA and $103,690 for Baltimore, MDper year.
If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.
To qualify, you must have at least one year of specialized experience equivalent to the GS-12 level or higher in the Federal service.
Specialized experience is experience in customer account management which includes developing, planning, executing and managing unique customer service strategies to achieve customer support goals; establishing and maintaining relationships in consideration of conflicting customer requirements; experience in formal public speaking and/or presentations to convey information to audiences with divergent expectations or objectives; and serving as a customer advocate while adhering to and advising on the appropriate application of federal policies and regulations.
Note: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://www2.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html
Bargaining Unit status: varies pending location
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.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated on the questions you answer during the application process, which will measure your overall 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.
- Experience with federal procurement principles and procedures and of different types of contracts. Demonstrated knowledge of acquisition/procurement regulations, acquisition terminology, acquisition planning and contract administration procedures and practices. Understanding of GSA questions, vehicles and solutions.
- Expert skill in consulting with a diverse customer base, assessing their business needs, and recommending government products and services.
- Expert knowledge of business and industry practices, characteristics, and uses of federal products and services, including the dissemination of information and the establishment and maintenance of business relationships with federal civilian and military agencies to provide advisory/consultant services.
- Knowledge and experience with process improvement methodologies to brainstorm, analyze, prioritize and work toward consensus to evaluate complex problems and issues to seek alternative solutions that account for multiple stakeholder requirements.
- Skill in oral communications to articulate sensitive recommendations/solutions.
- Skill in analyzing, preparing, and presenting specific information to customer agencies, in writing.
- Skill in developing and fostering business relationships, persuading others, and developing networks and coalitions to gain cooperation
- Expert knowledge of markets and trends in order to develop strategies and plans in the area of customer relations and to plan, organize, implement, promote and assess the effectiveness of programs to customer agencies.
- Mastery of qualitative and quantitative analysis techniques and methodologies to gather, evaluate and develop comprehensive recommendations to address customer service effectiveness and efficiency matters, as well as diverse industry, business and statistical data including prospecting information for future/potential customers, broad customer or sales problems or issues and a wide array of dynamic financial and numerical sales/revenue generation scenarios.
Additional assessments may be used, and, if so, you will be provided with further instructions.
If you are eligible under Interagency Career Transition Assistance Plan or GSA’s Career Transition Assistance Plan(ICTAP/CTAP), you must receive a score of 85 or higher to receive priority.
To preview questions please click here.
Background checks and security clearance
Drug test required
Position sensitivity and risk
Trust determination process
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. Such document(s) must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.
If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:
(a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows the dates of your active duty service. If selected, a DD-214 showing your type of discharge (member 4 copy) will be required prior to appointment.
(b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).
If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).
If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.
If you are eligible under an Interchange Agreement: Submit your latest SF-50.
If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.
If you are a current or former Land Management Agency Employee - Submit a and b:
(a) one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
(b) Copy of your agency’s annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS’s People With Disabilities page.
If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority. See USAJOBS's Resource Center for more information.
If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
If you are a current or former political appointee: Submit your SF-50.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
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. Opens in a new windowLearn more about federal benefits.
You will have access to many benefits including:
- Health insurance (choose from a wide range of plans)
- Life insurance coverage with several options
- Sick leave and vacation time, including 10 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.
This job is open to
Individuals with disabilities
Federal employees - Competitive service
Current or former competitive service federal employees.
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Land & base management
Certain current or former term or temporary federal employees of a land or base management agency.
Family of overseas employees
Family members of a federal employee or uniformed service member who is, or was, working overseas.
Peace Corps & AmeriCorps Vista
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
Clarification from the agency
Your application will be considered if you: A. Reside in the Baltimore, MD or Norfolk, VA local commuting area and are a current career/career-conditional Federal employee in the competitive service; Reinstatement eligible; Special Appointing Authority eligible; ICTAP eligible; or OPM Interchange Agreement eligible. B. Are a VEOA eligible veteran