Customer Service Analyst

Department of State; Kansas City (MO); Hybrid; USD 70,000 - 105,000; Full time

Job summary

Department of State seeks a Customer Service Analyst to plan and implement a comprehensive customer service program within a Passport agency or center. The role emphasizes evaluating service delivery, developing training, and reporting on program effectiveness.

Qualified applicants will demonstrate time-in-grade readiness, experience at GS-12/13 levels, and ability to guide improvements through data analysis and advisory input to leadership.

Qualifications

• Experience participating in the development and implementation of customer service training programs.
• Experience evaluating, addressing problems and resolving issues related to customer service delivery.
• Experience analyzing and evaluating effectiveness of program operations in meeting customer service goals and objectives.
• Experience developing and implementing customer service training programs.
• Experience advising and making recommendations to senior management on goals and objectives to enhance and improve customer service delivery.
• Experience planning, evaluating, and collecting data to identify customer service delivery problems or trends.
• Experience conducting analysis and preparing written data driven reports on program operations.

Skills

Customer service training

Problem evaluation and resolution

Program operations analysis

Advising senior management

Data collection and trend analysis

Written data driven reports

Data-driven reporting

Job description

This position is located in a Passport agency or center where the incumbent serves as a Customer Service Analyst responsible for planning and implementing a comprehensive customer service program.

Applicants must meet all the required qualification requirements 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.

Applicants to the GS-12 Level

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 the development and implementation of customer service training programs
• Experience evaluating, addressing problems and resolving issues related to customer service delivery
• Experience analyzing and evaluating effectiveness of program operations in meeting customer service goals and objectives

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

Applicants to the GS-13 Level

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 developing and implementing customer service training programs
• Experience advising and making recommendations to senior management on goals and objectives to enhance and improve customer service delivery
• Experience planning, evaluating, and collecting data to identify customer service delivery problems or trends
• Experience conducting analysis and preparing written data driven reports on program operations

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

In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities:

• Ability to assign, review, and supervise the work of others;
• Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances;
• Ability to adjust to change, work pressures, or difficult situations without undue stress;
• Willingness to consider new ideas or divergent points of view; and
• Capacity to "see the job through."