Supervisory Customer Service Specialist

Description:

The Supervisory Customer Service Specialist serves as the Chief Experience Officer (CXO), reporting to the Office of the Executive Director, who oversees all Ambulatory Care Centers (ACC), Community-Based Outpatient Clinics (CBOC), and the Veteran Experience Office (VEO). The position is responsible for managing all patient experience functions, including initiatives, policies and activities which may be developed at the National, VISN and VAGLAHS levels.

Requirements:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/12/2025.

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-13 position you must have served 52 weeks at the GS-12. 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-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: skill in utilizing various data resources to analyze program effectiveness; advanced knowledge and understanding of the principles of organizational change management; expertise in applying analytical and evaluation methods and techniques to improve the patient experience; skill in presenting recommendations, negotiating solutions, and articulating decisions; comprehensive knowledge of health care system operations and related policies and procedures; and experience performing administrative and personnel management tasks.

Preferred Experience: Candidates with an academic foundation or vast experience in marketing, customer relations management, and program management.

You will be rated on the following Competencies for this position:

• Administration and Management
• Customer Service (Clerical/Technical)
• Data Management
• Manages Human Resources
• Organizational Awareness
• Teamwork

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: The regular and recurring work of this position is sedentary in nature and involves sitting at a desk, conferences, meetings, etc. and visits to facility work sites. Occasional use of automobile and public conveyances may be required. No special physical exertion is required.

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/ .