Essential Job Functions:
The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Payroll Customer Support Project Assistant on the Payroll Customer Support Desk. The Office of Customer Engagement provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing project support to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.
Job Responsibilities
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Engage CGFS: The Engage CGFS system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the tracking system.
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The Payroll Customer Support Project Assistant supports Department of State employees and retired annuitants and their payroll related inquiries. Project Assistants will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development. The Quality Control Program (QCP) ensures:
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Accuracy and quality of customer interactions (phone and email)
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Provides feedback on strengths and areas of improvement
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Provides coaching and on-the-job training when applicable
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Provides feedback to team leads and management
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Ensure that the Payroll Customer Support Desk voicemail is addressed both at the beginning of the day and throughout the day
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Provide front-line payroll customer support, based upon a team schedule, for incoming customer questions, ticket and customer assistance according to Payroll Customer Support desk procedures
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Strive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create ServiceNow tickets to record the details of the issue and to document the receipt of the customer’s initial contact.
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Update Engage CGFS tickets any time that additional correspondence or research is performed on behalf of the customer and close a ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolution
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Assist the customer through the entire process of research, gathering data, performing analysis, and resolving the issue for both emails.
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Research DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house)
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Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures
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As part of research time activity, follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket’s status
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Per established ISO 9001 Work Instruction guidelines, appropriately identify select Payroll and Retirement tickets which are critical to the success of GFS’s business as “Level II”. Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow-up on the status of the tickets.
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Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirements
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Escalate issues to the Payroll Customer Support staff or team leadership as appropriate
Ensure constant coverage of the support Desk between the hours 8:30 to 4:30 for Monday through Friday
Skills:
Required skills:
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Experience performing analysis and working independently within a team to efficiently answer customer questions.
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Experience working with web based or client-server technologies and experience performing business systems analysis
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Critical Thinking Skills
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Strong communication skills for phone and email customers, including escalated tickets. Desired skills:
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Effective Listening
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Tact and Patience
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Positive Persuasiveness
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Attentiveness and Courteousness
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Ability to multi-task and work from one situation to another at a fast pace
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Microsoft Office Suite 365
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Superior verbal and written communication and organizational skills
Preferred Skills, but not Required:
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Accounting procedures, policies, and operations
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Federal payroll, high volume call center, or customer help desk experience
Qualifications:
Minimum Requirements:
Experience with relevant financial management systems and ability to analyze complex requirements,
develop alternate solutions, and perform evaluations of a wide range of systems and related financial
services support issues. Performs as an analyst supporting design, implementation, and testing of
accounting and financial management systems. Works as a team member analyzing task requirements,
developing work plans, executing assignments, and preparing documentation. The Department prefers
candidates that have experience with some of the systems and technical environments supporting
accounting and financial services, performing help desk support for large, complex financial system
implementations, and knowledge of Federal accounting/financial management policies, practices,
operations, and procedures. Functional expertise and experience in Federal accounting operations,
policies practices, reporting and business processes/requirements are desirable.
Work Schedule:
The contractor is expected to work an 8-hour shift on-site between the hours of 6:15 am - 6:00 pm (work schedule will be defined based on the work requirements of the department). The contractor is authorized a non-compensated, 45-minute lunch Monday through Friday, excluding federal holidays observed at the government site. Performance under this task order may require work in excess of the normal forty-hour work week to include weekends as the workload requires and may be scheduled or unscheduled, authorized by your Project Manager and Federal Management. The position is a 100% on-site position (5 days in office).
