Supervisory Customer Services Specialist

About the role

This position is part of the National Archives and Records Administration, located in the Archives 1 Textual Records Division, Research Services - Washington, DC. Incumbent of this position serves as the Chief of the A1 Research Room Branch on matters pertaining to researcher operations and programs. Works closely with A1 Textual Records Division staff to develop a plan and coordinate efforts to enhance each individual researcher's experience. You must meet the following requirements within 30 days of the closing date of this announcement. Specialized Experience for the GS-13 grade level is defined as one year of experience at the GS-12 grade level, or equivalent, that is typically in or related to the position and which equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of this position. Specialized experience for this position is defined as experience: Experience leading a team, program, or project; AND Communicating to effectively explain, elaborate on or advocate for policies or projects orally and in writing; AND Overseeing customer service operations and ensuring timely and effective resolutions to escalated issues. In addition to the above requirements, you must meet the following requirements, if applicable (as defined in 5 CFR 300, Subpart F): Time-in-Grade: For the GS-13, you must have been at the GS-12 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

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