Customer Service Manager

Washington, D.C
Apr 13, 2021
Apr 16, 2021
Full Time



This is not a full time telework position

Location of position: Washington, D.C. or WDC EPA Complex

The mission of the General Services Administration (GSA) Public Buildings Service (PBS), National Capital Region (NCR) is to help you achieve your agency's mission. We strive to support the federal government's workplace needs through the acquisition of office space, equipment, supplies, telecommunications and information technology.

Learn more about this agency


  • Develops, implements and maintains the business and management policies, plans, and objectives to effectively and efficiently plan for, manage and control the delivery of services and activities for designated Federal client agencies. Oversees and ensures the provision of quality customer service and support to a diverse customer base by the assessment of customers' needs and satisfaction of customers' expectations. Provides continuing interaction and response to customer needs, requirements, issues and problems. Understands the mission, programs, plans and policies to ensure client agencies needs and requirements are met. Ensures team activities are performed within authorized budgets and allowances and in accordance with the goals, objectives and performance criteria in the Business Plan. Provides authoritative advice to the Service Center Director, Office of Facilities Management Director, and the Regional Commissioner (RC) on team activities, planning and execution of facility management programs and initiatives.
  • Supervises, directs, manages and coordinates the following activities for designated Federal client agencies in owned and leased space: Plans, directs, and controls the real property management operations and maintenance of the buildings under the jurisdiction of the Service Center. Directs all phases of operational activities to assure occupants receive the proper level of building services consistent with occupants' unique requirements and operating policy and procedures. Responsible for validating and improving programs provided by the Service Center to client agencies. Directs the utilization of a standardized project status system to monitor the consistency of requests and to analyze trends in the type and level of services provided by the Service Center. Directs the procurement and management of assigned projects, determines priorities, establishes required schedules, resolves disputes that arise; and develops and executes procedures to improve program execution, organization of project and program teams, and coordination/integration necessary with other components. Assures establishment and implementation of financial cost control and accounting measures.
  • Represents Service Center projects and programs to numerous officials, groups and organizations both within and outside of the organization. Resolves problems raised by contractors or client agencies that affect ongoing operations and projects. Maintains contact with customer agencies, local governments, labor groups, interested civic and business groups, etc. Maintains an environment that attracts and retains top-quality personnel. Establishes and assigns work, develops performance criteria, evaluates performance, counsels employees; encourages and facilitates professional development; and promotes the awards and the Equal Employment Opportunity programs.
  • Provides matrix management and supervision of teams comprised of employees permanently assigned to the team and employees from other Service Center teams. Through subordinates, delivers operational, administrative, financial, and contracting services for real property operations in support of federal agencies occupying federally owned or leased space.
  • Serves as the government interface for customer relationship. Promotes customer loyalty and ensures customer retention (as actions are anticipated and proactive rather than reactive) and represents customers to assist in positioning service delivery in a balanced fashion for both the organization and customers. Operates as a trusted advisor integral to both the organization and to the customer. Fosters and champions customer positions. Represents the organization at high level conferences and meetings with representatives of client agencies and private industry on matters pertaining to real property operations and maintenance.
  • Provides authoritative advice and information on project and operating status, progress, and/or problems to the Service Center Director and Deputy, and the Facility Management Director. Reviews and evaluates program results in relation to planned objectives. Evaluates effectiveness of programs through personal reviews and analyses.

Travel Required

Occasional travel - Travel MAY be required to attend scheduled work related meetings, conferences, and training.

Supervisory status

Promotion Potential
14 - This position is at the FULL PERFORMANCE level.


Conditions of Employment

  • US Citizens and National (Residents of American Samoa and Swains Island)
  • Meet all eligibility criteria within 30 days of the closing date
  • Register with 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 political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch.
  • Serve a one year probationary period, if required.
  • Undergo and pass a background investigation (Tier 3 investigation level).
  • 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.
  • Serve a one year supervisory or managerial probationary period, if required.
  • Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position.


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-14 salary range starts at $122,530.00 per year.

If you are a new federal employee, your starting salary will likely be set at the Step 1 of the grade for which you are selected.

To qualify, you must have at least one year of specialized experience equivalent to the GS-13 level or higher in the Federal service. Specialized experience is: Managing lease space, overseeing customer service plans, and ensuring that activities are performed within authorized budgets and allowances.


Note: 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:

Additional information

Bargaining Unit status: NOT COVERED

Recruitment/Relocation Incentive

On a case-by-case basis, the following incentives may be approved:

· Recruitment incentive if you are new to the federal government

· Relocation incentive if you are a current federal employee

· Credit toward vacation leave if you are new to the federal government

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

Concurrent MP Vacancy Announcement

If you are eligible under Merit Promotion, you may also apply under Vacancy Announcement #21PBSC157ASMP. You must apply separately to each announcement to be considered for both.

How You Will Be Evaluated

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

We will use a method called Category Rating to assess your application. Here's how it will work:
  • 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:
  • Knowledge of business and industry practices, systems, and methods of realty services, real property management, operations, and services of buildings and facilities.
  • Knowledge of contract rules, regulations and procedures.
  • Skill in applying project management principles and methods.
  • Ability to Supervise and Lead a diverse group of employees.
  • Ability to communicate effectively orally and in writing and providing quality customer service.
    • Your answers to the questions will be used to place you in one of three categories: Best Qualified, Well Qualified, or Qualified.
    • We will verify your answers to the questions in your resume. If your resume doesn't support your answers, we may lower your score, which could place you in a lower category.
    • Within each category, veterans will receive selection priority over non-veterans.

    Additional assessments may be used, and, if so, you will be provided with further instructions.

    If you are eligible under Interagency Career Transition Assistance Plan or GSA's Career Transition Assistance Plan (ICTAP/CTAP) , you must receive a score of 85 or higher to receive priority.

    To preview questions please click here .

    Background checks and security clearance

    Security clearance

    Drug test required

    Position sensitivity and risk
    High Risk (HR)

    Trust determination process
    Credentialing , Suitability/Fitness

    Required Documents

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

    If you are claiming veterans' preference:
    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 claiming 10-point preference or derived preference (a spouse, widow or widower, or parent of a deceased or disabled veteran), submit both of the following in addition to the DD-214: (1) completed SF-15 form; and (2) 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 ICTAP / CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.

    Current or Former Political Appointees: Submit SF-50.

    College transcripts: If you are using some or all of your college education to meet qualification requirements for this position, you must 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.

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