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Summary This position is located at the Charles George Veterans Affairs Medical Center (VAMC) within Veterans Integrated Service Network 6 (VISN 6), Asheville, NC, under the office of Health Administration Service. The incumbent is responsible for assisting in developing, implementing, coordinating, and evaluating a comprehensive Telephone Customer Service program within the medical center and three Community-Based Outpatient Clinics (CBOC). Responsibilities Duties include: Develop, implement, and monitor actions for improving telephone customer service and satisfaction based on review of national survey results, community survey results, internal survey results and focus groups. - Design and conduct actions and initiatives incorporating measurable results to be used to address complex telephone customer service issues. - Track, trend and interpret telephone related customer data to identify trends of problem areas and make recommendations regarding methods, practices, and procedures to address problem resolution. - Work with the Pentad and other senior leaders to develop, in collaboration with the facility Chief, Veteran Experience Officer and Employee Education staff, telephone customer service training for all employees. - Implements mechanisms to evaluate impact of training and areas for further development. - Work with multiple workgroups to facilitate the telephone customer service initiatives approved by the Medical Center Director. - Provide expert advice to medical center leadership, facility committees and front line staff in effective ways and behaviors that improve telephone customer satisfaction. - Evaluates current VAMC telephone system processes to distinguish customer service process problems and to propose solutions. Work Schedule: M-F 7:30 AM-4:00 PM Telework: Ad hoc as determined by management Position Description/PD#: Program Specialist (Telephone & Sharepoint Customer Service Specialist)/PD044620 Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/17/2024. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-08. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of management principles, as it relates to telephone customer service goals and standards of analysis and evaluation, along with knowledge of standardized administrative practices and procedures to conduct studies; sufficient to monitor actions for improving telephone customer satisfaction based on review of national survey results, community survey results, internal survey results and focus groups; and track and trend customer data to identify problem areas, and make recommendations.Expertise in the field of telephone customer service relating principles and benchmarks for performance measures and goals to those of the facility and VISN, in order to effectively work with VA employees at all levels within the VAMC including key medical center staff, its committees and performance improvement teams, in the timely identification and resolution of telephone system problems that impede internal and external customer service. Knowledge and clear understanding of the performance improvement principles. You will be rated on the following Competencies for this position: Administration and Management Customer Service Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: ? For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.