Supervisory Customer Services Specialist

Amended to update salary to $105,481 to $137,128. This position is part of the Department of War (DoW), War Media Activity (WMA). The incumbent will be responsible for managing facilities and infrastructure. Working with leadership from other WMA components and directorates to ensure accountability and facility support for all personnel at the Tobyhanna, Pennsylvania location..

As a Supervisory Customer Services Specialist at the GS-0301-12 some of your typical work assignments may include: Oversee customer service and quality control requirements for multimedia distribution. Supervises staff managing work assignments, evaluating performance, resolving grievances, and approving leave/timecards. Conducts complex data analysis on customer service queries, DVIDS content performance, and usage trends; plans and executes customer outreach surveys to optimize service delivery. Tracks monthly and quarterly expenditures, prepares annual budget estimates, and manages critical operational agreements including MOAs, MOUs, and ISAs. Senior troubleshooter and customer advocate, intervening to resolve highly complex customer complaints and coordinates cross-regional transactions. Site coordinator and security manager coordinating facility maintenance, security protocols, and operations.

Substitution of education may not be used in lieu of specialized experience for this grade level. All materials must be submitted by the closing date of the announcement.