Customer Relations Specialist
Company Name:
Department of Defense
United States Citizens Permanent Full Time The Navy and Marine Corps team offers innovative, exciting and meaningful work linking military and civilian talents to achieve our mission and safeguard our freedoms. Department of the Navy provides competitive salaries, comprehensive benefits, and extensive professional development and training. From pipefitters to accountants, scientists to engineers, doctors to nurses-the careers and opportunities to make a difference are endless. Civilian careers-where purpose and patriotism unite!
This position is located in the Directorate of Healthcare Business (DHB), Naval Health Clinic, Patuxent River (NHCPR), Maryland. The incumbent is responsible for coordinating, planning, and organizing the command's customer relations program. The program is designed to provide efficient, timely, and courteous customer service to both internal and external customers, e.g. NAS Patuxent River beneficiaries, through customer relations education to all staff. The incumbent directs, coordinates, gathers, and analyses data relative to development of a strategic plan for, and implementation of, customer services satisfaction and marketing. The incumbent serves as the Customer Relations Officer.
You must be a US Citizen. Must be registered for Selective Service, see Legal & Regulatory Guidance. Suitable for Federal employment as determined by background investigation. Selectee may be required to successfully complete a probationary period. You must obtain and maintain a security clearance.
Plan, develop, implement and manage a Customer Relations Program aimed at all military, civilian and contract staff to provide quality customer services to all beneficiaries and staff. __
Assess patient satisfaction through analysis of trends, past patient complaints, and periodic patient satisfaction surveys __
Serve as a consultant and an expert resource on customer relations techniques and conflict resolution at all levels of the command. __
Establish and implement a systematic approach to identifying and addressing customer relations issues of all beneficiaries. __
Review and revise, if indicated, command instructions and information related to Customer Relations program.
Represents command at command/base community meeting as needed/directed, including coordination of schedule and agenda for the Patient and Family Advisory Council (PFAC) meetings and preparation of PFAC meeting minutes, and; provides command brief at NAS Base indoctrination when scheduled.
In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.
SPECIALIZED
Experience: In order to qualify for this position, your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-07 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled and has equipped you with the particular knowledge, skills, and abilities, to perform successfully the duties of the position such as:
Providing patient customer service;assessing and addressing patient concerns.
Assisting in resolution and/or corrective actions needed for customer complaints.
Analyzing trends in patient complaints/concerns using automated data systems and preparing correspondence related to a Customer/Patient Relations Program.
Additional qualification information can be found from the following Office of Personnel Management web
PART-TIME OR UNPAID
Experience: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.
As part of the application process, you must complete and submit an occupational questionnaire. To preview this questionnaire and determine if your experience matches the skills required for this position, click the following link: View Assessment Questions.
EDUCATION:
SUBSTITUTION OF EDUCATION FOR EXPERIENCE : Applicants may substitute the following education for the required experience, provided it demonstrates the knowledge, skills and abilities necessary to do the work of the position: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
COMBINATION OF EDUCATION AND
Experience: Equivalent combinations of education and experience may be combined to meet the total qualification requirements.
_Are you using your education to qualify?_ For positions requiring positive education requirements, or if you are using education to meet all or part of the qualification requirements, you must submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned). See OPM''sGeneral Policies for information on crediting education.
Education completed in foreign colleges or universities may be used to meet the qualification requirements if the applicant can provide documentation indicating that the foreign education is comparable to that received in an accredited educational institution in the United States. It is the responsibility of the applicant to provide such evidence when applying for further information,
_REQUIREMENTS:_
Selectee may be required to successfully complete a probationary period.
A security clearance is a requirement of this position. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a position offer or removal.
A favorable NACI (National Agency Check and Inquiries) background investigation is required.
Periodic travel outside the local area for training and/or meeting may be required.
When the application process is complete, we will review your r esume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the _Occupational Questionnaire_, along with your supporting documentation.
You will be rated under Category Rating procedures based on the extent to which your experience meets the Knowledge, Skills and Abilities for the position and rated as shown below. Additional points are not added for veterans' preference; however, preference is still applied. Applicants eligible for veteran''s preference will receive selection priority over non-veterans.
If you meet the qualification requirements, your application will be placed in one of three categories:
_Best Qualified-_ __Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for announced position.
_Highly Qualified-_ Candidates in this category possess good skills and experience above the minimum requirements for announced position.
_Qualified_ - Candidates in this category meet the minimum experience requirements for announced position.
If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.
Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
To begin the process, click the _Apply Online_ button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the _Submit My Answers_ button at the end of the process.
To apply for this position, you must provide a complete Application Package which includes:
Complete Resume.
Complete Assessment Questionnaire. _View Occupational Questionnaire_
Other supporting documentation as required. Please see the _REQUIRED DOCUMENTS_ section to determine if there are other documents you are required to submit.
Your complete application (resume, assessment questionnaire, and all supporting documents) must be submitted by 11:59 pm Eastern Standard Time (EST) on _Thursday, May 29, 2014_.
If more than one resume is received, only the last resume received and processed will be reviewed.
If you upload your documents, _do not fax_ the same documents.
Note: To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account: select Application Status, and click on the more information link under the application status for this position.
If you are unable to apply online or unable to upload your supporting documents follow the directions located at:
This Vacancy ID is _1127400_.
Do not email or send hard copy resumes/applications to the Contact Information or Agency Information listed in this vacancy announcement. All resumes/applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.
It is the applicant''s responsibility to verify that information and documents entered, uploaded, or faxed is received, legible and accurate.
HR will not modify answers/documents submitted by an applicant.
The following documents are required (resume, assessment questionnaire and required documents listed below. Copies are sufficient): PLEASE READ THE LINK BELOW FOR DETAILED EXPLANATIONS
Resume showing relevant experience (cover letter optional)
Completed assessment questionnaire (part of the online application)
ICTAP documentation (if claiming ICTAP preference)
Veterans' Preference Documentation, if applicable (DD-214/DD-215 or statement of service (showing character of discharge), VA letter (showing total percentage of disability), SF-15-see _Other Information_ section for further details)
Military Sponsor's PCS Orders (if claiming military spouse preference)
Transcripts or Unofficial Transcripts (if qualifying based on education or a combination of education and experience). If selected, an official/sealed transcript will be required prior to appointment.
The documents you are required to submit vary based on what you are claiming (i.e., applying as a veteran or disabled veteran, applying as a military spouse, etc). Please review the following link to see if there are any documents you need to provide:
When the application process is complete, your application will be reviewed to determine if you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the questionnaire, along with your supporting documentation to determine your level of knowledge, skill, and ability, related to the job requirements.
Best qualified applicants will be referred to the hiring manager. Best qualified applicants with veterans'' preference are entitled to initial selection consideration. If there are a sufficient number of best qualified applicants with veterans'' preference, only those veterans will be referred to the hiring manager. The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.
Stay informed of changes to your application status by signing up for automatic email alerts .
Department of the Navy offers a comprehensive benefits packagethat includes, in part, paid vacation, sick leave, holidays and a 401K-type retirement plan. More information can be found at:
This Position is subject to Department of Defense Priority Placement Program.
This announcement may be used to fill additional vacancies.
A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.
The Department of the Navy uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, .
_Federal Annuitant Information:_
The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found
_Interagency Career Transition Assistance Program_ _ (ICTAP) Eligible:_
ICTAP applicants must be well qualified for the position to receive consideration for special priority selection. A well-qualified ICTAP applicant is one whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements; however, the individual would not necessarily be considered highly or best qualified. For more information about ICTAP eligibility please review the following link:
_ Military Spouse Preference (MSP):
_
_Veteran's Preference Information:_ Estimated Salary: $20 to $28 per hour based on qualifications.
Department of Defense
United States Citizens Permanent Full Time The Navy and Marine Corps team offers innovative, exciting and meaningful work linking military and civilian talents to achieve our mission and safeguard our freedoms. Department of the Navy provides competitive salaries, comprehensive benefits, and extensive professional development and training. From pipefitters to accountants, scientists to engineers, doctors to nurses-the careers and opportunities to make a difference are endless. Civilian careers-where purpose and patriotism unite!
This position is located in the Directorate of Healthcare Business (DHB), Naval Health Clinic, Patuxent River (NHCPR), Maryland. The incumbent is responsible for coordinating, planning, and organizing the command's customer relations program. The program is designed to provide efficient, timely, and courteous customer service to both internal and external customers, e.g. NAS Patuxent River beneficiaries, through customer relations education to all staff. The incumbent directs, coordinates, gathers, and analyses data relative to development of a strategic plan for, and implementation of, customer services satisfaction and marketing. The incumbent serves as the Customer Relations Officer.
You must be a US Citizen. Must be registered for Selective Service, see Legal & Regulatory Guidance. Suitable for Federal employment as determined by background investigation. Selectee may be required to successfully complete a probationary period. You must obtain and maintain a security clearance.
Plan, develop, implement and manage a Customer Relations Program aimed at all military, civilian and contract staff to provide quality customer services to all beneficiaries and staff. __
Assess patient satisfaction through analysis of trends, past patient complaints, and periodic patient satisfaction surveys __
Serve as a consultant and an expert resource on customer relations techniques and conflict resolution at all levels of the command. __
Establish and implement a systematic approach to identifying and addressing customer relations issues of all beneficiaries. __
Review and revise, if indicated, command instructions and information related to Customer Relations program.
Represents command at command/base community meeting as needed/directed, including coordination of schedule and agenda for the Patient and Family Advisory Council (PFAC) meetings and preparation of PFAC meeting minutes, and; provides command brief at NAS Base indoctrination when scheduled.
In order to qualify for this position, your resume must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered. Your resume is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.
SPECIALIZED
Experience: In order to qualify for this position, your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-07 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled and has equipped you with the particular knowledge, skills, and abilities, to perform successfully the duties of the position such as:
Providing patient customer service;assessing and addressing patient concerns.
Assisting in resolution and/or corrective actions needed for customer complaints.
Analyzing trends in patient complaints/concerns using automated data systems and preparing correspondence related to a Customer/Patient Relations Program.
Additional qualification information can be found from the following Office of Personnel Management web
PART-TIME OR UNPAID
Experience: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.
As part of the application process, you must complete and submit an occupational questionnaire. To preview this questionnaire and determine if your experience matches the skills required for this position, click the following link: View Assessment Questions.
EDUCATION:
SUBSTITUTION OF EDUCATION FOR EXPERIENCE : Applicants may substitute the following education for the required experience, provided it demonstrates the knowledge, skills and abilities necessary to do the work of the position: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related.
COMBINATION OF EDUCATION AND
Experience: Equivalent combinations of education and experience may be combined to meet the total qualification requirements.
_Are you using your education to qualify?_ For positions requiring positive education requirements, or if you are using education to meet all or part of the qualification requirements, you must submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned). See OPM''sGeneral Policies for information on crediting education.
Education completed in foreign colleges or universities may be used to meet the qualification requirements if the applicant can provide documentation indicating that the foreign education is comparable to that received in an accredited educational institution in the United States. It is the responsibility of the applicant to provide such evidence when applying for further information,
_REQUIREMENTS:_
Selectee may be required to successfully complete a probationary period.
A security clearance is a requirement of this position. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a position offer or removal.
A favorable NACI (National Agency Check and Inquiries) background investigation is required.
Periodic travel outside the local area for training and/or meeting may be required.
When the application process is complete, we will review your r esume to ensure you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the _Occupational Questionnaire_, along with your supporting documentation.
You will be rated under Category Rating procedures based on the extent to which your experience meets the Knowledge, Skills and Abilities for the position and rated as shown below. Additional points are not added for veterans' preference; however, preference is still applied. Applicants eligible for veteran''s preference will receive selection priority over non-veterans.
If you meet the qualification requirements, your application will be placed in one of three categories:
_Best Qualified-_ __Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for announced position.
_Highly Qualified-_ Candidates in this category possess good skills and experience above the minimum requirements for announced position.
_Qualified_ - Candidates in this category meet the minimum experience requirements for announced position.
If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.
Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
To begin the process, click the _Apply Online_ button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the _Submit My Answers_ button at the end of the process.
To apply for this position, you must provide a complete Application Package which includes:
Complete Resume.
Complete Assessment Questionnaire. _View Occupational Questionnaire_
Other supporting documentation as required. Please see the _REQUIRED DOCUMENTS_ section to determine if there are other documents you are required to submit.
Your complete application (resume, assessment questionnaire, and all supporting documents) must be submitted by 11:59 pm Eastern Standard Time (EST) on _Thursday, May 29, 2014_.
If more than one resume is received, only the last resume received and processed will be reviewed.
If you upload your documents, _do not fax_ the same documents.
Note: To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account: select Application Status, and click on the more information link under the application status for this position.
If you are unable to apply online or unable to upload your supporting documents follow the directions located at:
This Vacancy ID is _1127400_.
Do not email or send hard copy resumes/applications to the Contact Information or Agency Information listed in this vacancy announcement. All resumes/applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.
It is the applicant''s responsibility to verify that information and documents entered, uploaded, or faxed is received, legible and accurate.
HR will not modify answers/documents submitted by an applicant.
The following documents are required (resume, assessment questionnaire and required documents listed below. Copies are sufficient): PLEASE READ THE LINK BELOW FOR DETAILED EXPLANATIONS
Resume showing relevant experience (cover letter optional)
Completed assessment questionnaire (part of the online application)
ICTAP documentation (if claiming ICTAP preference)
Veterans' Preference Documentation, if applicable (DD-214/DD-215 or statement of service (showing character of discharge), VA letter (showing total percentage of disability), SF-15-see _Other Information_ section for further details)
Military Sponsor's PCS Orders (if claiming military spouse preference)
Transcripts or Unofficial Transcripts (if qualifying based on education or a combination of education and experience). If selected, an official/sealed transcript will be required prior to appointment.
The documents you are required to submit vary based on what you are claiming (i.e., applying as a veteran or disabled veteran, applying as a military spouse, etc). Please review the following link to see if there are any documents you need to provide:
When the application process is complete, your application will be reviewed to determine if you meet the hiring eligibility and qualification requirements listed in this announcement. You will be rated based on the information provided in your resume and responses to the questionnaire, along with your supporting documentation to determine your level of knowledge, skill, and ability, related to the job requirements.
Best qualified applicants will be referred to the hiring manager. Best qualified applicants with veterans'' preference are entitled to initial selection consideration. If there are a sufficient number of best qualified applicants with veterans'' preference, only those veterans will be referred to the hiring manager. The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.
If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.
Stay informed of changes to your application status by signing up for automatic email alerts .
Department of the Navy offers a comprehensive benefits packagethat includes, in part, paid vacation, sick leave, holidays and a 401K-type retirement plan. More information can be found at:
This Position is subject to Department of Defense Priority Placement Program.
This announcement may be used to fill additional vacancies.
A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.
The Department of the Navy uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, .
_Federal Annuitant Information:_
The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found
_Interagency Career Transition Assistance Program_ _ (ICTAP) Eligible:_
ICTAP applicants must be well qualified for the position to receive consideration for special priority selection. A well-qualified ICTAP applicant is one whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements; however, the individual would not necessarily be considered highly or best qualified. For more information about ICTAP eligibility please review the following link:
_ Military Spouse Preference (MSP):
_
_Veteran's Preference Information:_ Estimated Salary: $20 to $28 per hour based on qualifications.
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