Customer Service Assistant (OA) Job at US National Institute of Standards and Technology
US National Institute of Standards and Technology Boulder, CO
Duties
Responsible for supporting facilities division's maintenance workload in support of our mission's science as a customer facing position (FMD Service Desk) tasked with collecting and communicating information to affect repair and maintaining facilities and grounds within NIST's portfolio of buildings. This position provides the communications that enables other facilities operations and maintenance staff to do their jobs responding to M-Slips and repairs. The incumbent routinely responds to customer requests with factually accurate information that is consistent with FMD-B and departmental guidance and policies, as well as other relevant program or technical documents. Also performs work such as preparing, receiving, reviewing, and verifying documents; maintaining office records; property accounting; locating and compiling data or information from files; compiling information for reports; keeping a calendar and informing others of deadlines and other important dates; and similar clerical support work within an FMD-B. Performs technical work to support the administration or operation of the programs of FMD-B and OFPM Boulder.
Requirements
Conditions of Employment
- U.S. citizenship
- Males born after 12-31-59 must be registered for Selective Service
- Suitable for Federal employment
- Merit applicants must meet time-in-grade/band requirements, as applicable
- Satisfactory completion of a pre-employment medical examination
- Must be able to type at least 40 words per minute.
- Bargaining Unit: No
Qualifications
Examples of specialized experience:
1. Customer Service Representative for facility service (or similar) request management, incident management, knowledge management, self-service, and reporting, utilizing software and additional tools. 2. Customer service experience with customers based on interaction with a company's support and service teams during and after a purchase of products to organize and manage tickets more effectively and work collaboratively by assigning tickets to the correct technicians/agents.
OR
Four years of education above high school
OR
Combination of education and specialized experience.
IN ADDITION- Applicants MUST be able to type at least 40 words per minute.
Experience refers to paid and unpaid experience, including volunteer work done. We will credit all qualifying volunteer experience in your application.
The qualification requirements in this vacancy announcement are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook.
Applicant Reconsideration
Education
This position allows applicants to qualify with education. Transcripts must be submitted to validate that the education requirement has been met. Unofficial transcripts will be accepted in the application package. However, an official copy will be required prior to a final offer of employment.
Education completed outside of the U.S. must be evaluated by an accredited organization to ensure that it is comparable to education received in accredited institutions in the U.S. Click here to view a listing of accredited organizations from the Department of Education's website. A copy of the foreign education evaluation (containing the results with a course by course listing) is required with your application.
Additional information
This position is covered under NIST's Alternative Personnel Management System (APMS). The APMS is a pay-for-performance system with excellent HR flexibilities to help NIST recruit and retain top talent. Find out more about the APMS here!
A probationary period may be required.
This position has physical requirements which include but may not be limited to:
Light lifting, under 15 pounds
Light carrying, under 15 pounds
Both hands required
Walking (___4___ hours)
Standing (___4___ hours)
Both legs required
Specific visual requirement (specify): correctable to 20/40
Hearing (aid may be permitted)
This position has environmental factors which include, but may not be limited to:
Outside and Inside
Slippery and uneven surfaces
Working around moving objects or vehicles
Working alone
We may share your application package with other selecting officials at NIST with opportunities like this one. Additional selections may be made through this vacancy.
NIST strives to build a flexible and encouraging work environment to bring out the best in our employees. To help our employees balance responsibilities at home and at work, NIST offers a variety of work-life flexibilities such as:
- Telework
- Flexible work schedules
- Paid parental leave
- Paid vacation
- Sick leave
- Family-friendly leave
- Child and elder-care resources
- On-site childcare center
- Lactation spaces
- Wellness programs
- Fitness center
- Employee assistance programs
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
We will review your resume, optional cover letter and supporting documents to assess your qualifications for this position. If the minimum qualifications are met, we will compare this information to the responses on the occupational questionnaire (i.e. True/False, Yes/No, Multiple Choice questions). The application must support the responses to the questionnaire, or we may lower the score. To preview the questionnaire, click here: https://apply.usastaffing.gov/ViewQuestionnaire/11750768
Applications will be assessed on the following competencies:
- Customer Service
- Information Management
- Problem Solving
- Technical Competence
Resume Guidance
Evaluation Process
CTAP/ICTAP Eligibility
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
The documents required vary based on how you're applying (i.e., as a veteran or disabled veteran, current or former Federal employee, etc.). Please review the Required Documents for this position to find out if there are any documents required with your application.
REINSTATEMENT: If you are a former federal employee (separated from Federal service for at least 1 year) and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
Failure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package.If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
Click 'Apply' and we'll walk you through a four-step process on how to attach a resume and any required documents. While working an application, you may review, edit, delete and update information. We'll automatically save progress made as you go, so any changes won't be lost.
Application Tips
Need Help?
- If experiencing any difficulties with the online application process (anything after you have clicked the 'Apply Online' button): please contact the Agency Contact listed on this announcement between normal business hours (8:00 a.m. - 4:00 p.m. ET). If receiving any kind of error message, please be ready to provide a screenshot or at a minimum, the error message text and number. If necessary, we will provide you with a technical support number for further assistance.
- If having trouble with USAJOBS (searching for jobs, account password/profile issues, or Resume Builder): please visit the USAJOBS Resource Center. We regret that we are unable to support any issues with USAJOBS, as this service is not maintained by the NIST.
- If experiencing a significant hardship which hinders your ability to apply on-line, please contact the Agency Contact listed on this announcement prior to the vacancy closing date and during normal business hours to discuss your situation.
Agency contact information
Audrey Zimmerman
Phone
301-975-4926
Email
audrey.terry@nist.gov
Address
Boulder Facilities Maintenance Division
100 Bureau Drive
Gaithersburg, MD 20899
USNext steps
To check the status of this vacancy, log into USAJOBS account and select the 'Application Status' link. We will update applicant statuses when:
- A qualification determination is made. If found not qualified/eligible, no additional updates will be provided.
- Applications are referred to the selecting official.
- A selection decision has been made.
Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
The documents required vary based on how you're applying (i.e., as a veteran or disabled veteran, current or former Federal employee, etc.). Please review the Required Documents for this position to find out if there are any documents required with your application.
REINSTATEMENT: If you are a former federal employee (separated from Federal service for at least 1 year) and wish to be non-competitively reinstated for a higher grade or full performance level than which you left federal employment, you MUST provide a copy of your separation SF50 (the "position occupied" block on the SF-50 should show a "1" and your "tenure" block should show a "1" or "2") AND the last performance appraisal you received from your federal employment which shows at least a fully successful rating.
Failure to submit required documents, based upon how you apply, may result in loss of consideration due to an incomplete application package.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
This job is open to
-
The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Clarification from the agency
U.S. Citizens and Status Candidates (this includes Merit Promotion, Status Candidates, Former Overseas Employees, CTAP, ICTAP, VRA, VEOA, 30% or More Disabled, EVHO, Schedule A, Military Spouses, Americorps, Peace Corps, Vista, Interchange Agreement Eligibles, and National Guard).
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