Senior Customer Service Field Representative

Incumbent serves as a Senior Customer Service Field Representative for the FAA Logistics Center.

Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional. Acts as the contributing specialist within an assigned Service Area; provides guidance and review of best practices to less experienced customer service representative professionals. Applies experience and comprehensive knowledge to identify and resolve complex problems, and identifies trends, accomplishments, issues and practices. Interacts with other organizations within the FAA, and externally to other government agencies as the FAA Logistics Center representative, providing consultation and guidance on FAA Logistics Center products and services. Performs advisory service to the Manager, Quality Systems Group and other management officials as to cause, trends, and potential future developments affecting performance and relationships between the FAA Logistics Center and external organizations within assigned service areas. Conducts special studies of major FAA Logistics Center activities and processes to identify and propose solutions to management. Incumbent provides consulting services and participates in development and maintenance of process measurements that impact customer satisfaction and operational effectiveness of the FAA Logistics Center. Independently controls and responds to customer concerns, regardless of complexity. Incumbent initiates, researches, and processes problem reports and inquiries from customers and stakeholders, assuring follow-up through resolution. Participates in ATO management groups, work groups, or other customer teams as the Logistics Center representative. Provides direction and guidance for committees, teams, and working groups involved in development of customer service orders, directives, and customer service workflow processes. Independently plans time. Identifies, plans, and organizes available resources to accomplish projects/programs/activities. Conducts analysis of National Airspace System (NAS) Operational Control Center reports, meeting minutes, trade publications, and customer service system reports to identify potential areas of concern. Identifies potential business opportunities for FAA Logistics Center organizations, initiates action, assists Logistics Center organizations in an advisory capacity, and monitors progress through completion. Contacts are internal and external. May act as a point of contact to provide advice and guidance on the applications of policies and procedures. May be called upon to communicate FAA positions on policies and procedures internally and externally. Performs frequent visits to Air Traffic Organization (ATO) field facilities to evaluate effectiveness of FAA Logistics Center programs and to promote efficient use of FAA Logistics Center services. Incumbent provides assistance when needed to external customers during disaster restoration activities affecting NAS facilities. Prepares a variety of correspondence, memoranda, report of findings, white papers, and process audits regarding refinements in technique and procedure, corrections of master file records, instructions for change to current systems, and recommendations resulting from problem analysis. Provides analysis of policies, standards, processes, and resource allocations, and recommends economical and effective logistics support options to management in support of agency programs and customer requirements. Established policies/procedures provide guidance for most assignments, but allow considerable discretion for employee to select the most appropriate approach(es) or develop new approaches. Assignments regularly require interpretations of internal and external policies and extrapolations from precedents. May perform other duties as assigned.

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