Job Details
** Customer Relationship Management Specialist**
**General Services Administration**
**Location**
** Relocation expenses reimbursed**
No
** Telework eligible**
Yes as determined by agency policy
**Duties**
** Summary**
As a Customer Relationship Management Specialist, you will serve as a senior specialist on a broad range of issues related to Strategic Account Management for the Department of the Army.
**Location of position: Washington, DC**
We are currently filling one vacancy, but additional vacancies may be filled as needed.
**Responsibilities**
This position is located in the General Services Administration, Federal Acquisition Service (FAS), Office of Customer and Stakeholder Engagement (QC). The Office of Customer and Stakeholder Engagement is responsible for providing data driven, strategic account management that delivers mission value to FAS portfolios, our agency clients, and the taxpayer. You will be responsible for the following:
+ Serves as a key point of contact for various issues pertaining to customer accounts and research providing subject matter expertise for internal and external customers by providing input to policy development and/or implementation.
+ Advises higher level experts and supervisor on the effectiveness of customer relationship management practices and policies.
+ Participates in evaluating issues, projects, or concerns requiring an overview of the total agency operation with respect to resolving significant issues and situations requiring detailed knowledge of program requirements.
+ Serving as a consultant to higher level experts and management officials, the incumbent provides expert advice to generate new programs and program components to explore state-of-the art efficiency and effectiveness of critical projects.
+ Works with other technical experts within the agency to develop a coordinated approach to unique problems or areas.
+ Participates in studies of national significance or of outstanding importance to the project.
+ Coordinates technical elements of assigned projects with related activities of other government agencies, promoting mutual cooperation in areas which can be combined for more effective results.
+ Applies a wide range of qualitative, and/or quantitative methods to assess and improve project effectiveness and/or complex processes and systems.
+ Reviews specific goals and objectives; monitors the sequence and timing of key project events and milestones and evaluates overall project accomplishment and significant contributions in terms of planned goals. **Travel Required**
Occasional travel - May be required to travel for business.
** Supervisory status**
No
** Promotion Potential**
14
**Requirements**
** Conditions of Employment**
+ US Citizenship or National (Residents of American Samoa and Swains Island)
+ Meet all eligibility criteria within 30 days of the closing date
+ Meet time-in-grade within 30 days of the closing date, if applicable
+ 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 5 investigation level).
+ Complete a financial disclosure report to verify that no conflict, or an appearance of conflict, exists between your financial interest and this position. ** Qualifications**
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 .
The GS-14 salary range starts at $122,530.00
**SPECIALIZED EXPERIENCE:**
You must have one year of specialized experience equivalent to the GS-13 in the Federal service.
Specialized experience must demonstrate knowledge and skill in the development of sales tactics to meet sales goals; application of the Federal acquisition process to information technology, telecommunications or professional services procurements; coordination, prospect, qualification and closing of sales opportunities for a large organization; conducting research on customers and business opportunities; and the use of automated systems to record customer activities and opportunities.
**Education**
**Additional information**
Bargaining Unit status: Not applicable.
Additional vacancies may be filled from this announcement as needed; through other means; or not at all.
** How You Will Be Evaluated**
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated on the questions you answer during the application process, which will measure your overall possession of the following competencies or knowledge, skills, and abilities. Your responses to these questions must be supported by your resume or your score may be lowered.
+ Knowledge of strategic account management, acquisition vehicles and solutions.
+ Knowledge of customer accounts, research and data analysis and solutions.
+ Knowledge of agency programs and mission(s), related to common acquisition platform (CAP), category management, expanded services, and business model modernization.
+ Knowledge of agency programs and mission(s), related to customer research and analysis, and to apply experimental theories and new developments to public policies or programs. Additional assessments may be used, and, if so, you will be provided with further instructions.
If you are eligible under GSAs Career Transition Assistance Plan, you must receive a score of 85 or higher to receive priority.
**To preview questions please .** **Background checks and security clearance**
**Security clearance**
**Drug test required**
Yes
**Position sensitivity and risk**
**Trust determination process**
+ **If you are a 30% or more disabled veteran, VEOA or VRA applicant or qualified spouse, widow/widower, or parent:**
+ 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.
+ If you are a disabled veteran, or are applying under VRA or VEOA as a spouse, widow/widower, or parent of a veteran, submit both of the following in addition to the DD-214: **(1)**completed form; and **(2)** proof of your entitlement (refer to 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 a current Federal employee or Eligible:** Submit your latest SF-50.
+ **If you are eligible under an** Submit your latest SF-50.
+ **If you are a** Submit your Description of Service.
+ **If you are a Submit a and b:**
+ one or more SF-50s, including your most recent one that shows you were on a competitive time-limited appointment(s) with a Land Management Agency and served on the appointment for a period(s) totaling more than 24 months without a break of 2 or more years.
+ Copy of your agencys annual performance appraisal(s) or written reference(s) from a supervisor at the agency verifying satisfactory performance during your appointment(s).
+ **If you have a disability:** Submit proof of eligibility. For information on eligibility and required documentation, refe