Customer Service Analyst

This position is located in the Minneapolis Passport Agency where the incumbent serves as a Customer Service Manager (CSM) responsible for planning and implementing a comprehensive customer service program for the assigned agency/center and, in conjunction with the other regional CSMs and the Customer Service National Program Manager develops customer service programs directorate.

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Applicants must meet all the required qualification requirements described below by the closing date of this announcement.

NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement.

Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5

CFR 300, Subpart

F.

Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following:

• Experience participating in public outreach and public relations initiatives;
• Experience drafting correspondences on behalf of an office;
• Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or services for U.S. citizens.

There is no substitute of education for specialized experience for the GS-12 position.

Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position.

Qualifying specialized experience must demonstrate the following:

• Experience organizing, leading, and managing a team to achieve organizational goals and objectives;
• Experience designing and directing public outreach and public relations initiatives;
• Experience corresponding with senior officials, congressional offices, government agencies, and/or the media;
• Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or consular services for U.S. citizens.

There is no substitute of education for specialized experience for the GS-13 position.