This position is located in the Seattle Passport Agency in Seattle, Washington and serves as the Customer Service Manager responsible for planning and implementing a comprehensive customer service program for the assigned agency and, in conjunction with the other regional Customer Service Managers and the Customer Service National Program Manager, plans, designs, and develops customer service programs, policies, and operating methods and procedures for the Passport Services Directorate.
Applicants must meet all the required qualification requirements described below by the closing date of this announcement. 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 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 evaluating customer service delivery. Experience participating in the development and implementation of customer service-related training programs. Experience participating in the development of policies, programs, and procedures. There is no substitute of education for specialized experience for the GS-13 position.
Coordinates comprehensive region wide customer service programs designed to ensure that the services provided to passport applicants and their representatives consistently meet expectations.
Develops policies and programs for the enhancement and improvement of services provided to U.S. citizen passport applicants and their representatives.
Coordinates the recruitment and utilization of agents at acceptance facilities throughout the Region.
Analyzes the adequacy and accuracy of the instruction, advice and assistance provided to acceptance agents by passport specialists.