Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Customer Service Manager

Expired Job

U.S. Department Of State San Francisco , CA 94118

Posted 3 months ago

  • Videos

  • Duties

HelpDuties Summary

This position is located in the San Francisco Passport Agency. The incumbent serves as a Customer Service Manager responsible for coordinating a comprehensive customer service program for the Passport Agency in San Francisco, CA and in conjunction with the other regional Customer Service Managers plans and develops customer service programs for the Passport Services Directorate.

Learn more about this agency

Responsibilities

  • Plans and directs comprehensive region-wide customer service programs;

  • Oversees the recruitment, utilization and training of passport agents at acceptance facilities throughout the region;

  • Participates with other Customer Service Managers and the National Customer Service program Manager to develop policies and programs;

  • Provides communication (written, telephone, social media) to agents to keep them apprised of changes in passport application, adjudication, and issuance processes.

Travel Required
25% or less - Occasional travel may be required.

Supervisory status

No

Promotion Potential
13

  • Job family (Series)
    0301 Miscellaneous Administration And Program

  • Requirements

HelpRequirements Conditions of Employment

  • Must be able to obtain and maintain a Top Secret security clearance.

  • Incumbent will be subject to random drug testing.

  • U.S. Citizenship is required.

  • Mobility Statement Required.

  • One year probationary period, unless excepted by regulation.

.

Qualifications

Applicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement.

If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application.

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 5CFR 300, Subpart F.

GS-12:

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 working with a team to achieve organizational goals and objectives;

  • Experience participating in public outreach and public relations initiatives;

  • Experience assessing the quality of service provided by an organization, and recommending new procedures when appropriate,

  • Experience drafting correspondence on behalf of an office;

  • Experience conducting training and giving oral presentations to large groups; and

  • 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.

GS-13:

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 assessing the quality of service provided by an organization, and implementing new procedures when appropriate;

  • Experience corresponding with senior officials, congressional offices, government agencies, and/or the media;

  • Experience developing and conducting training programs and giving oral presentations to large groups; and

  • 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.

Education

See the qualifications section of this vacancy announcement for education requirements, if applicable.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Manager

Square

Posted 3 weeks ago

VIEW JOBS 10/30/2018 12:00:00 AM 2019-01-28T00:00 We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven't stopped there. We're empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We're here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone. We are seeking a highly motivated and resourceful individual to lead members of Squares Customer Success Quality Assurance team. Youll not only lead a team of passionate QA Associates, youll also build out a world class quality assurance program across all Success channels including, but not limited to, email, messaging, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success. In this role, youll serve as a cross-functional liaison working with product, engineering, compliance, legal and finance to drive Squares most important strategic priorities. Youll also track Key Performance Indicators weekly. You will: * Ensure Quality Assurance goals are met by the QA team and reviews are completed accurately, objectively and consistently * Develop and/or enhance quality assurance scoring tools and reporting * Scale the QA team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives * Calibrates with peers and management to determine and establish quality procedures and standards across all channels of Success to ensure reviews produce fair and consistent results * Regularly analyze and report team trends. Highlight opportunities to drive improvements in customer satisfaction across all channels * Monitor policy adherence to verify CS team is compliant and ensure we have a fair and consistent accountability process * Collaborate with internal teams to develop training, onboarding, content and focused coaching based on team trends * Utilize deep product and industry knowledge while serving as a strong cross-functional leader * Treat Success as a product at Square, innovating and iterating on the customer experience * Develop and lead end-to-end project plans and ensure on-time delivery of critical Success initiatives * Coach and mentor team members with a focus on professional development, driving results, and upstream thinking #LI-JB1 You have: * A BA/BS degree or related experience * 6+ years of work experience required * 3+ years of direct people management experience and 2-3+ years of quality assurance experience * Experience building and scaling Quality Assurance operations, particularly in a fast-paced startup or tech environment * Past product and/or project management experience * The ability to effectively influence and communicate cross-functionally * Excellent written and verbal communication skills * Creative problem-solving abilities * A passion for Square and ensuring an outstanding customer experience At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. Square San Francisco CA

Customer Service Manager

Expired Job

U.S. Department Of State