USAJOBS · 1 day ago

Customer Service Specialist

Anywhere in the U.S. (remote job), USA

Full-time

Remote

Entry, Mid Level

$51K/yr - $67K/yr

1+ years exp

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ConsultingGovernment

No H1B

U.S. Citizen Only

Security Clearance Required

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Responsibilities

The incumbent is responsible for assisting customers by managing their service requests and collaborating with team members and Defense Finance and Accounting Service (DFAS) Payroll Office representatives to resolve problems or issues on behalf of their HHS customers.

The CSS also performs compliance and reporting activities.

The CSS is expected to implement continuous improvement activities and customer account specific enhancement projects.

Incumbent manages customer's payroll service requests from problem logging to resolution and uses incident management system to log, track, resolves, and report customer problems and inquiries.

Performs on-line entry of employee data and reference table data using the Defense Civilian Payroll System (DCPS) to ensure DFAS has correct information.

Receives error reports and invalid entry reports from DFAS for each payroll cycle and works to correct those errors within the allotted timeframe.

The CSS also assists senior members of the team (Account manager/Team Leader/Senior Customer Service Specialist) in fulfilling compliance and reporting requirements.

Qualification

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Payroll processingAdvisory servicesHelpdesk ticketing systemHuman resources information systemsTechnical competence

Required

U.S. Citizenship required

Selective Service: Males born after December 31, 1959, must be registered or exempt from Selective Service

If not previously completed, a background security investigation will be required for all appointees. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.

Must meet time in grade requirements.

One-year probationary period may be required.

If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS 'E-Verify' System.

All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.

Time-in-Grade Requirement: Under competitive merit promotion procedures, any individual who is currently holding, or who has held within the previous 52 weeks, a General Schedule position under non-temporary appointment in the competitive or excepted service, must meet 'time-in-grade' requirements (have served 52 weeks at the next lower grade of the grade for which you are applying). You must include an SF-50 (you may need to submit more than one) that supports meeting this requirement with your application package.

Minimum Qualifications: GS-09: You must possess at least one year of specialized experience equivalent to the GS-07 level in the Federal service (obtained in either the public or private sectors) performing (3) of the (4) duties listed below: 1. Provide advisory services on routine pay and leave issues, which includes researching, analyzing, and evaluating outcomes, utilizing the applicable policies and procedures, and identifying the most effective approach for resolution; 2. Research and process corrections associated with pay and leave discrepancies and address customer requests within the designated timelines; 3. Analyze pay or leave reports, such as missing timecard reports, invalid transactions, generated from various human resources information systems to resolve payroll issues and leave discrepancies; 4. Assist internal and external customers utilizing a helpdesk service ticketing system to resolve pay and leave issues.

OR a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LLB. or J.D, if related; OR a combination of Specialized Experience and Education: Only graduate level education in excess of 18 semester hours may be used to qualify at the GS-09 level. To compute your combined percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education in excess of 18 by 18. Add the two percentages. The total percentage must equal at least 100% to qualify for this grade.

Documenting Experience: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification.