Complaint Specialist

Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement. Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified. Specialized Experience GS-12 In order to be deemed as qualified, candidates must demonstrate one year of specialized experience which is equivalent to the GS-11 grade level in the Federal service. Specialized experience is defined as: 1. Experience coordinating, processing, and responding to consumer inquiries and complaints. 2. Experience analyzing complaints to identify trends. 3. Experience providing advice on how to resolve customer complaints. 4. Experience working with diverse groups or organizations to resolve issues including Federal, State, or Tribal organizations. 5. Experience responding both verbally and in writing to complex customer complaints. You will be evaluated for this position on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs): Ability to write and develop a variety of materials both public facing and internal including materials on complaint analysis and trending issues, fact sheets, scripts, and other educational materials. Ability to analyze complaint data and information, determine its relevance, and timeliness and effectively determine trends and developments. Comprehensive knowledge of, and experience with, Federal, state, Tribal, and regulatory processes to effectively engage and communicate with consumers and providers on related complaint issues. Expert skill in oral communication PART-TIME OR UNPAID EXPERIENCE: 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; religious; 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.
This position is in the Consumer Inquiries and Complaints Division (CICD), Consumer and Governmental Affairs Bureau (CGB), Federal Communications Commission (FCC) located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID. THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.