Federal Acquisition Service Customer Service Director in Ogden, Utah

  • Duties

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Duties
Summary

As a Customer Service Director, you serve as the Sales and Customer Relationship liaison of the Federal Acquisition Service (FAS) for a designated geographical area and or specific federal agency accounts within the region. You are responsible for the continuing expansion of the various program offerings provided by FAS and for improving methods and techniques for maintaining a high-level of service to customer agencies which includes civilian and military activities and Government contractors authorized to use GSA supplies and services.

*Location of Position:* Federal Acquisition Service, Rocky Mountain Region, FAS, in Ogden, UT.

The office is responsible for providing leadership and overall executive and program direction to ensure the mission and responsibilities of FAS are effectively carried out.

GSA has been repeatedly named as one of the 'Best Places to Work' in the Federal Government'. LEARN MORE about why you should choose GSA.

You will have access to many benefits including:

  • Health insurance (choose from a wide range of plans)
  • Life insurance coverage with several options
  • Sick leave and vacation time, including 10 paid holidays per year
  • Thrift Savings Plan (similar to a 401(k) plan)
  • Flexible work schedules and telework
  • Transit and child care subsidies
  • Training and development
  • Flexible spending accounts
  • Long-term care insurance
  • Training and development We are currently filling one vacancy, but additional vacancies may be filled as needed. Learn more about this agency
Responsibilities
  • Represents the Federal Acquisition Service (FAS) in all matters relating to the provisions of supply and service support to military, civilian, and state and local government activities. Conducts liaison visits to customer agencies as often as needed considering the importance of the agency's mission, FAS policy and procedural changes, requests for special assistance, and new FAS Customer Accounts and Research initiatives.
  • Develops leads and opportunities through participation at regional events, market research, and referrals. Qualifies opportunities/leads and documents information in the Customer Relationship Management database. Coordinates fulfillment of opportunities through FAS Project Managers/Contracting Officers and continues to follow leads/opportunities through closure by providing significant activities designed to assist the customer agency in the decision making process. Successfully win/close opportunities to meet or exceed nationally established targets in accordance with annual performance measures.
  • Maintains contacts and close working relations with a diverse range of personnel, who do or may utilize FAS supplies and services. Provides advice and assistance on various aspects of FAS program areas, identifies areas where FAS can provide essential supplies/services solutions, and encourages the use of FAS resources for this purpose. Ascertains circumstances where FAS is not meeting customer needs, initiates action plans to correct these deficiencies, and follows through to assure that FAS programs and services are improved.
  • Develops and prepares recommendations in the form of briefings/position papers for presentation to the customer. Presentations are independently developed and may require customization to meet the customer's unique procurement and logistics needs. Coordinates all necessary arrangements for events. Independently organizes and conducts FAS professional type seminars, workshops, training events, briefings, and conferences with top-ranking officials of military and civilian agencies and representatives of customer agencies. Develops and analyzes information to identify what levels of support and products/services are required to ensure FAS programs solutions meet customer needs.
  • Evaluates the effectiveness of segments of FAS programs by analyzing historical spend data and making recommendations to management for improvement to FAS programs based upon such evaluations and in-depth analysis. Makes recommendations to management of program improvements, areas of expansion, and other enhancements based on customer agency response and industry feedback.
Travel Required

Occasional travel - Occasional travel as needed.

Supervisory status

No

Promotion Potential

13

Who May Apply
This job is open to…

Your application will be considered if you are a:

  • Current Federal Employees
  • Former Federal Employees
  • CTAP
  • ICTAP
  • VRA
  • VEOA
  • 30% Disabled
  • Individuals with Disabilities
  • Military Spouses
  • Former Overseas Employees
  • Peace Corps/AmeriCorps/Vista

Questions? This job is open to 7 groups.

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0301 Miscellaneous Administration And Program

  • Requirements

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Requirements
Conditions of Employment
  • US Citizenship or National (Residents of American Samoa and Swains Island)
  • Meet all eligibility criteria within 30 days of the closing date
  • Meet time-in-grade within 30 days of the closing date, if applicable
  • Register with the Selective Service if you are a male born after 12/31/1959

If selected, you must meet the following conditions:

  • Receive authorization from OPM on any job offer you receive,* if you are or were (within the last 5 years) a Schedule A, Schedule C, or non-career SES political appointee*
  • Serve a one year probationary period, if required. Undergo and pass a background investigation (Tier 3 investigation level) before you start the job.
  • Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security’s e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
  • Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position.
Qualifications

For each job on your resume, provide:

  • the exact dates you held each job (from month/year to month/year)
  • number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.

For a brief video on creating a Federal resume, click here.

The GS-13 salary range starts at $87,252 per year.

Specialized experience To qualify, you must possess one year of specialized experience equivalent to the GS-12 level in the Federal service. Specialized experience is experience in customer account management which includes developing, planning, executing and managing unique customer service strategies to achieve customer support goals; establishing and maintaining relationships in consideration of conflicting customer requirements; experience in formal public speaking and/or presentations to convey information to audiences with divergent expectations or objectives; and serving as a customer advocate while adhering to and advising on the appropriate application of federal policies and regulations.

Education

Please see "Qualifications" section.

Additional information

Bargaining Unit status: AFGE

Relocation-related expenses are not approved and will be your responsibility.

Additional vacancies may be filled from this announcement as needed; through other means; or not at all.

All the information you provide will be verified by a review of the work experience and/or education as shown on your application forms, by checking references and through other means, such as the interview process. Any exaggeration of your experience, false statements, or attempts to conceal information may be grounds for not hiring you, or for firing you after you begin work.

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be scored on the questions you answer during the application process, which will measure your possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.

  • Thorough knowledge of the mission, functions, policies, procedures, goals, and political sensitivities of the Federal Acquisition Service (FAS). Comprehensive knowledge of all programs, products and solutions offered by FAS in the various regions and at Central Office, and the needs of client agencies in order to explain, justify, promote and provide service to customer agencies.
  • Expert mastery of sales/marketing principles, practices and methods necessary to plan, organize, implement, promote and assess the effectiveness of FAS programs to client agencies. Expert knowledge of markets and trends in order to develop strategies and plans in the area of FAS client relations. Comprehensive knowledge of all FAS programs, applicable laws, regulations, and precedents applicable to programs; knowledge of specific projects and special programs, as well as comprehensive knowledge of specific agencies' programs to be able to explain the services and practices of FAS on a regional and national level to both internal and external customers.
  • Ability to develop and maintain relationships with a diverse range of individuals both in federal and non-federal positions in order to serve as the point of contact with military and civilian agencies.
  • Ability to analyze, prepare, and present specific information about FAS to client agencies, both orally and in writing. Ability to prepare/conduct briefings and presentations for customer agencies. Ability to deal professionally with frustrated and angry clients. The ability to analyze and prepare presentations may require mastery of excel, PowerPoint, CRM, access, word, and other programs.
  • Skill in oral and written communication to present complex influential recommendations or information to high level officials from customer agencies. If you are eligible under GSA’s Career Transition Assistance Plan (CTAP), you must receive a score of 85 or higher to receive priority.

To preview questions please click here.

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Background checks and security clearance
Security clearance

Public Trust - Background Investigation

  • Required Documents

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Required Documents

ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.

Note: If required to submit an SF-50 (Notice of Personnel Action), an equivalent agency Notice of Personnel Action form is acceptable. Such document(s) must show all of the following: effective date, position, title, series, grade, and rate of basic pay, tenure group 1 (career) or 2 (career-conditional), position occupied group, and name of agency. If you are a GSA employee (except in the OIG), you are not required to submit an SF-50.

If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:

(a) Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows the dates of your active duty service. If selected, a DD-214 showing your type of discharge (member 4 copy) will be required prior to appointment.

(b) If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214:

  1. completed SF-15 form; and proof of your entitlement (refer to SF-15 for complete list).

If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).

If you are a current Federal employee or Reinstatement Eligible: Submit your latest SF-50.

If you are eligible under an Interchange Agreement: Submit your latest SF-50.

If you are a former Peace Corp or VISTA volunteer: Submit your Description of Service.

If you have a disability: Submit proof of eligibility. For information on eligibility and required documentation, refer to USAJOBS’s People With Disabilities page.

If you are applying under another special appointment authority: Submit proof of your eligibility under the appropriate appointment authority.

See USAJOBS's Resource Center for more information.

If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and

(c) most recent performance appraisal.

College transcripts: If you are using some or all of your college education to meet qualification requirements for this position, youmust submit a photocopy of your college transcript(s). If selected, an official transcript will be required prior to appointment. For education completed outside the United States, also submit a valid foreign credential evaluation that substantiates possession of the required education.

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.

  • Benefits

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Benefits

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.

  • How to Apply

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How to Apply

Submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the announcement. You can modify or complete your application any time before the deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, click here: Apply for a GSA Job.

To begin, click the Apply Online button on the vacancy announcement.

  • Sign in or register on USAJobs and select a resume and documents to include in your application.
  • Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
  • Click the Apply To This Vacancyand complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this job.
  • Note:Review the REQUIRED DOCUMENTSsection of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information). * Need Assistance in Applying?* Contact the HR representative listed on the announcement prior to the application deadline. You must receive HR approval before deviating from these instructions

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Agency contact information
Human Resources Office
Phone

817-850-5531

Fax

000-000-0000

Email

vacancy.inquiries@gsa.gov

Address

GSA, Federal Acquisition Service General Services Administration Western Service Center Fort Worth , Texas United States

Learn more about this agency

Next steps

After the closing date/deadline:

  1. ELIGIBILITY/QUALIFICATIONS: Your application will be reviewed for all requirements.
  2. REFERRAL TO MANAGEMENT: If you meet all the requirements, you may be referred to management for review and a possible interview.
  3. SELECTION/TENTATIVE JOB OFFER: If you are selected, you will receive a tentative offer and start the suitability and/or security background investigation process.
  4. FINAL JOB OFFER:Once our security office determines you can come on board, you will be given a final offer, which is typically 40 days after the announcement closes.
  5. FINAL COMMUNICATION: Once the position is filled, we will notify you of your status. You may also check your status by logging into USAJOBS. Go to My USAJOBS and then to Applications. Thank you for your interest in working for U.S. General Services Administration!

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/496884800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Open & closing dates: 04/16/2018 to 04/25/2018

Salary: $87,252 to $113,428 per year

Pay scale & grade: GS 13

Work schedule: Full-time

Appointment type: Permanent