Duties

• You will be responsible for the overall management of the centralized call center within the FEOC for NAVFAC Washington.
• You will ensure that tickets in MAXIMO are accurate, complete, properly received, approved if funds are available for performance of the work and routed to the correct work center and shop trade.
• You will develop best practices, processes and procedures through on-going evaluation of existing policies and procedures to ensure efficient call center operations.
• You will translate management goals and objectives into effective guidance.
• You will receive telephone calls, electronic mail and MAXIMO Customer self-service requests for Emergency, Urgent and Routine trouble calls and creates supporting Maximo records as needed.
• You will evaluate each service request immediately for the purpose of establishing appropriate priority.
• You will monitor the number of work orders per tenant and is responsible for flagging abuse of the trouble call system and reporting to Supervisor.
• You will monitor ticket work flow, i.e., Emergency, Urgent and Routine trouble calls and Project tickets, and recommends changes that will streamline and reduce administrative workload.

Requirements

Conditions of Employment

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Generally, current federal employees applying for GS jobs must serve at least one year at the next lower grade level. This requirement is called time-in-grade. Time-in-grade requirements must be met by the closing date of this announcement.
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• Per the preliminary nationwide injunction on E.O. 14043, COVID-19 vaccinations will not be implemented or enforced. For more information on vaccine status and workplace safety protocol requirements see Additional Information below.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• Employee is categorized as emergency essential, (Category 5 in accordance with CNIC 3440.17), and as such may be ordered to report to duty for extended periods under emergency conditions.
• Supervisors in the executive branch have a heightened personal responsibility for advancing government ethics. You will be required to review the 14 General Principles of Ethical Conduct at 5 CFR 2635.101.
• The incumbent will be required to become familiar with specific and unique Supported Command technical mission requirements.
• You will be required to obtain and maintain a current valid United States driver?s license.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-07 grade level or pay band in the Federal service or equivalent experience in the private or public sector performing the following duties: 1) Experience with customer service, using strong communication skills with internal and external customers; 2) Ability to manage a schedule and distribute work to execute daily workload; and 3) Ability to follow guidance and implement policy and procedures.

Additional qualification information can be found from the following Office of Personnel Management website:
https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=List-by-Occupational-Series

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, 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.

Education

Additional information

COVID VACCINATION INFORMATION: To comply with the recent preliminary nationwide injunction on Executive Order 14043, Requiring Coronavirus Disease 2019 Vaccination for Federal Employees, the Department of the Navy is not taking any action to implement or enforce the COVID-19 vaccination requirement. New hires will need to provide their vaccination status as well as comply with workplace safety protocols related to masking, physical distancing, testing, travel, and quarantine.

This position is covered by the Department of Defense Priority Placement Program.

Additional vacancies may be filled by this announcement.

A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.

If you are unable to apply online and request information about the Alternate Application process, please contact the Department of Navy's Employment Information Center.

Federal annuitant information: The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants. Policy information may be found at: http://www.secnav.navy.mil/donhr/Documents/CivilianJobs/FedCivAnnuitants.pdf

This position is subject to work an uncommon tour, including nights, weekends, and holidays to meet mission requirements. Overtime or night differential pay and/or unusual duty hours may be required.

ICTAP Applicants: To be considered well-qualified and exercise selection priority as an ICTAP candidate, displaced Federal employees must satisfy all qualification requirements for the position and receive a rating in the highly qualified category (score 85) or higher. ICTAP candidates must provide copies of all of the following documentation at the time of application: 1) agency notice; 2) most recent performance appraisal; and 3) most recent SF-50 or notification of personnel action that includes position, grade level, and duty location. Applicants who do not provide this documentation will not receive consideration as an ICTAP candidate. For more information about ICTAP eligibility please review the following link: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/federal-employees/ictap/

Military Spouse Preference applicants will receive priority consideration at the Full Performance Level (FPL) and if determined to be Best Qualified at the FPL, and selected, must be placed at the FPL. A BQ military spouse possesses knowledge, skills, abilities, and competencies comparable to others who meet the competitive referral criteria for the specific position.

This position is eligible for part time, substantial or ad-hoc telework at the discretion of management.

Physical Demands: The work is sedentary. There may be walking, stooping, and bending. The work may present significantly above average levels of stress.

Work Environment: The majority of the work is performed in an office setting. The majority of the work is sedentary.