Customer Account Specialist

Summary See below for important information regarding this job. Learn more about this agency Help Overview * Accepting applications * Open & closing dates 11/08/2024 to 11/18/2024 * Salary $95,694 - $124,398 per year * Pay scale & grade GS 12 * Help Location 1 vacancy in the following location: * Philadelphia, PA * Remote job No * Telework eligible Yes-as determined by the agency policy. DLA telework-eligible positions require at least 60% in office time (Tuesday, Wednesday, and Thursday each week). For those eligible and with supervisory approval, regular and recurring telework may be requested Monday and/or Friday only * Travel Required Occasional travel - You may be expected to travel for this position. * Relocation expenses reimbursed No * Appointment type Term - NTE 3 years * Work schedule Full-time * Service Competitive * Promotion potential 12 * Job family (Series) * 0301 Miscellaneous Administration And Program * Supervisory status No * Security clearance Other * Drug test No * Financial disclosure No * Bargaining unit status Yes * Announcement number DLATrpSpt-25-12605873-MP * Control number 818419200 Help This job is open to * Internal to an agency Current federal employees of this agency. * Career transition (CTAP, ICTAP, RPL) Federal employees who meet the definition of a "surplus" or "displaced" employee. * Veterans * Individuals with disabilities * Military spouses Clarification from the agency "Agency" means current permanent DLA employees. Veteran eligibilities include 30% or More Disabled Vets. Military Spouse Preference (MSP) eligibles, Retained Grade Preference (RGP) eligibles, and Military Reserve and National Guard Technician eligibles may also apply. Videos Help Duties * Serves as the senior Customer Account Specialist within the team * Works with the Lead to develop customer service improvements and associated implementing guidance * Active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities. * Serve as the primary customer facing point of contact for the Order Fulfillment process * Advises customers on how to avoid the reoccurrence of problems * Makes decisions based on reports and metrics * Provides customer assistance in entering and processing sales orders * Knowledgeable on EBS applications related to Order Fulfillment and distribution system Help Requirements Conditions of Employment * Must be a U.S. citizen * Tour of Duty: Flexible (* Security Requirements: Non-Critical Sensitive * Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal. * Fair Labor Standards Act (FLSA): Exempt * Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service. * Recruitment Incentives: Not Authorized * Bargaining Unit Status: Yes * Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info. * Financial Disclosure Requirement: Not Required * Term Appointment: NTE 36 Months Qualifications To qualify for a Customer Account Specialist your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular 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: * Works with customers to identify needs, solves, and coordinates resolutions. * Investigates and analyzes conditions associated with failed transactions * Develops operational changes to improve customer service and satisfaction. * Evaluates performance trends based on analysis of Key Performance Indicators, operating metrics, and other reports. 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. Additional information This position is being filled as Term appointment not-to-exceed 3 years Current permanent DLA employees eligible as a Promotion this position will be filled as a Temporary Promotion NTE 3 years and may be extended up to a total of five years or converted to a permanent promotion without further competition Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time Upon termination/expiration of the temporary assignment placement will be either to the gaining or previous organization in accordance with DLA policy DLAI 1442.04 regarding placement rights after a time-limited assignment For all others if selected this would be a Term/Time-Limited Appointment NTE 3 years and not more than six years The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion Position requires DoD Acquisition Life Cycle Logistics L/LCL Foundational certification within required timeframes Selectee must also achieve 80 hours of Continuous Learning Points every 2-years Click here for more details and Resources MILITARY SPOUSE PREFERENCE In order to receive this preference you must choose to apply using the Priority Placement Program DoD Military Spouse Preference MSP eligibility If you are claiming military spouse preference and are determined to be among the Best Qualified for the position, you will be referred to the hiring manager as a priority applicant at the full performance level For Important General Applicant Information and Definitions go to Reemployed Annuitants This position does not meet criteria for appointment of Reemployed Annuitants The DoD criteria for hiring Reemployed Annuitants can be found at INFORMATION FOR VETERANS is available at: As of 23 December 2016 Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement DRUG-FREE WORKPLACE The Defense Logistics Agency DLA has established a Drug-Free Federal Workplace Policy All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment Applicants who refuse to be tested will be denied employment with DLA for a period of six months This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7d of Executive Order 12564 The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana cocaine opiates codeine/morphine 6-Acetylmorphine heroin phencyclidine amphetamines amphetamine/methamphetamine methylenedioxymethamphetamine MDMA methylenedioxyamphetamine MDA oxycodone oxymorphone hydrocodone and hydromorphone ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana Read more * Benefits Help 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. Review our benefits 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. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. The assessments for this job will measure the following Competencies: * Automated Systems * Analyze & Provide Recommendations * Customer Service * Oral & Written Communication 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. 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. * Benefits Help 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. Review our benefits 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. * Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies. To apply for this position you must provide a complete Application Package. Each Application Package MUST include: * Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application. * Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents. Interagency Career Transition Assistance Program (ICTAP): If you are an eligible ICTAP applicant you may apply for special selection over other candidates for this position. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at a score of 85 or higher for this position. ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456. Priority Placement Program (PPP) DoD Military Spouse Preference (MSP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming MSP and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MSP, you must submit the following supporting documents with your application package: Spouse's Permanent Change of Station (PCS) orders; Marriage Certificate or License; Signed Self-Certification Checklist (must be certified within 30 days); Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months). Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Retained Grade Preference (RGP)" eligibility. If you are claiming RGP and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant. Information and required documentation for claiming MSP may be found at the General Applicant Information and Definitions link below. To be eligible as a RGP, you must submit the following supporting documents with your application package: a signed Retained Grade PPP Self-Certification Checklist (DD3145-1 (whs.mil)); a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the notification letter you received regarding the RIF or classification downgrade. 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. * How to Apply To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration. * To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account. * You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application. * You will receive an email notification when your application has been received for the announcement. * To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process. To preview the questionnaire, please go to Agency contact information Stephen Ferraro Phone 717-770-4886 Email Address DLA Troop Support 700 Robbins Avenue Philadelphia, PA 19111 US Learn more about this agency Next steps This position is being filled as Term appointment not-to-exceed 3 years Current permanent DLA employees eligible as a Promotion this position will be filled as a Temporary Promotion NTE 3 years and may be extended up to a total of five years or converted to a permanent promotion without further competition Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time Upon termination/expiration of the temporary assignment placement will be either to the gaining or previous organization in accordance with DLA policy DLAI 1442.04 regarding placement rights after a time-limited assignment For all others if selected this would be a Term/Time-Limited Appointment NTE 3 years and not more than six years The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion Once you successfully complete the application process, you will receive a notification of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements, and you will receive a notification. A review may be completed of your online questionnaire and the documentation you submitted to support your responses. Applicants that are found among the most highly qualified may be referred to the hiring official for consideration, and you will receive a notification of referral. The selecting official may choose to conduct interviews, and as part of the selection process, applicants may be required to complete additional supplemental documents. Once the selection is made, you will receive a notification of the decision. If interviews are conducted, DLA uses a technique called Behavior Based Interviewing (BBI). Be sure to check your USA Jobs account for your notification updates. * Fair and Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. * Criminal history inquiries * Equal Employment Opportunity (EEO) Policy * Financial suitability * New employee probationary period * Privacy Act * Reasonable accommodation policy * Selective Service * Signature and false statements * Social security number request Help Required Documents To apply for this position you must provide a complete Application Package. Each Application Package MUST include: * Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application. * Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents. Interagency Career Transition Assistance Program (ICTAP): If you are an eligible ICTAP applicant you may apply for special selection over other candidates for this position. To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at a score of 85 or higher for this position. ICTAP eligibles must submit one of the following as proof of eligibility for the special selection priority: a separation notice; a "Notice of Personnel Action" (SF-50) documenting separation; an agency certification that you cannot be placed after injury compensation has been terminated; an OPM notification that your disability annuity has been terminated; OR a Military Department or National Guard Bureau notification that you are retired under 5 U.S.C. 8337(h) or 8456. Priority Placement Program (PPP) DoD Military Spouse Preference (MSP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming MSP and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MSP, you must submit the following supporting documents with your application package: Spouse's Permanent Change of Station (PCS) orders; Marriage Certificate or License; Signed Self-Certification Checklist (must be certified within 30 days); Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months). Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Retained Grade Preference (RGP)" eligibility. If you are claiming RGP and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant. Information and required documentation for claiming MSP may be found at the General Applicant Information and Definitions link below. To be eligible as a RGP, you must submit the following supporting documents with your application package: a signed Retained Grade PPP Self-Certification Checklist (DD3145-1 (whs.mil)); a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the notification letter you received regarding the RIF or classification downgrade. 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. Help How to Apply To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on the closing date to receive consideration. * To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account. * You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application. * You will receive an email notification when your application has been received for the announcement. * To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process. To preview the questionnaire, please go to Read more Agency contact information Stephen Ferraro Phone 717-770-4886 Email Address DLA Troop Support 700 Robbins Avenue Philadelphia, PA 19111 US Learn more about this agency Next steps This position is being filled as Term appointment not-to-exceed 3 years Current permanent DLA employees eligible as a Promotion this position will be filled as a Temporary Promotion NTE 3 years and may be extended up to a total of five years or converted to a permanent promotion without further competition Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time Upon termination/expiration of the temporary assignment placement will be either to the gaining or previous organization in accordance with DLA policy DLAI 1442.04 regarding placement rights after a time-limited assignment For all others if selected this would be a Term/Time-Limited Appointment NTE 3 years and not more than six years The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion Once you successfully complete the application process, you will receive a notification of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements, and you will receive a notification. A review may be completed of your online questionnaire and the documentation you submitted to support your responses. Applicants that are found among the most highly qualified may be referred to the hiring official for consideration, and you will receive a notification of referral. The selecting official may choose to conduct interviews, and as part of the selection process, applicants may be required to complete additional supplemental documents. Once the selection is made, you will receive a notification of the decision. If interviews are conducted, DLA uses a technique called Behavior Based Interviewing (BBI). Be sure to check your USA Jobs account for your notification updates. Read more Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. * Criminal history inquiries * Equal Employment Opportunity (EEO) Policy * Financial suitability * New employee probationary period * Privacy Act * Reasonable accommodation policy * Selective Service * Signature and false statements * Social security number request Print Share * Email * Facebook * LinkedIn * Twitter Help Overview * Accepting applications * Open & closing dates 11/08/2024 to 11/18/2024 * Salary $95,694 - $124,398 per year * Pay scale & grade GS 12 * Location 1 vacancy in the following location: * Philadelphia, PA * Remote job No * Telework eligible Yes-as determined by the agency policy. DLA telework-eligible positions require at least 60% in office time (Tuesday, Wednesday, and Thursday each week). For those eligible and with supervisory approval, regular and recurring telework may be requested Monday and/or Friday only * Travel Required Occasional travel - You may be expected to travel for this position. * Relocation expenses reimbursed No * Appointment type Term - NTE 3 years * Work schedule Full-time * Service Competitive * Promotion potential 12 * Job family (Series) * 0301 Miscellaneous Administration And Program * Supervisory status No * Security clearance Other * Drug test No * Financial disclosure No * Bargaining unit status Yes * Announcement number DLATrpSpt-25-12605873-MP * Control number 818419200 This job originated on For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.

Created: 2024-11-10