Customer Support Specialist

U.S. Federal Government - Washington, DC4.3

As a Customer Support Specialist at the, GS-0301-09 level, you will be part of the Center for Leadership Development (CLD). If selected, you will plan, organize, implement and evaluate logistics in support of CLD operations; make ongoing analyses to identify and resolve problems in workflow and administration that may affect participants and CLD operations; and ensure essential administrative work of the CLD conforms to appropriate policies and procedures.


Typical work assignments may include under supervision:
Implementing customer service standards, guidelines, procedures and systems to ensure high quality seminar experiences for participants.
Independently receiving, analyzing, planning and scheduling supporting logistics requirements to meet customer needs for seminar offerings.
Conducting and monitoring sales functions for seminars in advance to seminar offering and assigned seminar offerings
Conducting fact finding analyses and making recommendations about resources, methods, environmental factors, program management or other factors.
Maintaining records for program outlines, agreements, contracts, participant materials, proposals, seminar sales, memoranda, correspondence, etc.; ensuring the availability of information and archiving or disposing of records as appropriate in accordance with directives.
Using computers and word processing programs, spreadsheets, databases and graphics to develop agendas, speaker, participant, and sales information.
Travel Required
Occasional travel - You may be expected to travel for this position.

Supervisory status

Promotion Potential

Job family (Series)
0301 Miscellaneous Administration And Program

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Conditions of Employment
Must be a U.S. Citizen or National
Males born after 12-31-59 must be registered for Selective Service
Suitable for Federal employment, determined by a background investigation
May be required to successfully complete a probationary period
Complete the initial online assessment and USAHire Assessment, if required
To qualify for this position at the grade GS-09 grade level, you must meet at least one requirement below:
A. Education: Master's or equivalent graduate degree or completion of at least two full academic years of progressively higher level graduate education leading to a master's degree or LL.B or J.D, if related, in business, public administration, management, or a directly related field of study which demonstrates the knowledge, skills, and abilities required by this position. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be determined from the school, 18 semester hours should be considered as equivalent to 1 year of full-time study.

B. Specialized Experience: Have at least one full-time year (12-months) of specialized work experience at or equivalent to the GS-7 grade level in the Federal service (obtained in either public or private sectors), which includes:
Implementing customer service standards, guidelines, procedures and systems to ensure high quality seminar experiences for participants.
Coordinating facilities and services in order to maintain and continuously improve the quality of food, lodging, facilities support, maintenance and/or other hotel and center services.
Advising staff on new procedures or regulations related to information to be provided for use in seminars, conferences, or reports.
Compiling statistical and financial data to maintain the overall budget for a division following established procedures.
Using word processing programs, communications (Email, Internet) graphics and spreadsheet software, such as Adobe PDF, software for tabulating seminar statistics and scoring of psychological assessment instruments, such as the Myers-Briggs Type Indicators), etc..
C. Combination of Education and Experience: You may qualify for this position if you have a combination of the education described in "A" above and experience described in "B" above such that the percentage of required experience plus the percentage of required education equals 100%. (To calculate, first determine your total number of graduate semester hours, and divide that number by 18. Next, divide the total number of months of qualifying experience by 12. Then, add your percentage of education and experience. The two percentages must total at least 100% for you to qualify based on your combination of education and experience.) Only graduate education in excess of one year (i.e., 18 semester hours) may be combined with experience.

You must meet all qualification and eligibility requirements by the closing date of this announcement.

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.
Additional information
Relocation expenses will not be paid.

The full performance level of this position is GS-09

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here:

This job opportunity announcement may be used to fill additional similar vacancies across OPM.

If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference click here .

Males born after 12-31-59 must be registered or exempt from Selective Service (see ).

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 based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

Attention to Detail, Customer Service, Decision Making, Flexibility, Integrity/Honesty, Interpersonal Skills, Learning, Reading, Reasoning, Self-Management, Stress Tolerance, Teamwork, Technical Competence, Financial Management, Technology Application, Writing

In order to be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.

Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.

The Category Rating Process does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and have a compensable service-connected disability of at least 10 percent or higher will be listed in the highest quality category (except in the case of scientific or professional positions at the GS-09 level or higher).

Career Transition Assistance Programs : These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 80 or above based on the competencies listed above; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: .

Background checks and security clearance
Security clearance
Not Required

Drug test required

Required Documents

Required Documents
To apply for this position, you must provide a complete Application Package which includes:

Your Resume showing work schedule, hours worked per week, dates of employment and duties performed.

Other supporting documents :
Cover Letter, optional
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request including the Reasonable Accommodation Request Form found here .
Transcripts (official or unofficial), if using education to qualify
Veterans' Preference documentation, if applicable (e.g. DD-214 Member Copy 4 showing type of discharge/character of service; Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within 120 days; SF-15 Form and related documentation; VA letter.)
Career Transition Assistance Program/Interagency Career Transition Assistance Program documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)
Worker's Compensation Separation : Agency certification of inability to place employee AND Notification of Separation OR Separation SF-50.
Disability Annuity Termination : Notification from OPM of disability annuity termination AND Separation SF-50 of the last position held.
Military Reserve or National Guard Technician Special Disability Retirement Annuity under 5 U.S.C. 8337(h) or 8456 : Certification of special disability retirement annuity from a military department or National Guard Bureau AND Separation SF-50 of the last position held
Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.
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. Learn 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.