Customer Service Analyst

Customer Service Analyst

Department: Department of State

Location(s): Portsmouth, New Hampshire

Salary Range: $120548 - $156715 Per Year

Job Summary: This position is located at the National Visa Center (NVC) in Portsmouth, NH. NVC is organized within the Office of Domestic Operations, Visa Services Office, Bureau of Consular Affairs (CA/VO/DO). CA/VO/DO is responsible for planning and support for a wide range of issues, including program planning, contracting, human resources, budget, training and special projects. TO LEARN MORE ABOUT CONSULAR AFFAIRS VISIT: https://www.state.gov/about-us-bureau-of-consular-affairs/

Major Duties:

• The incumbent works closely with the National Visa Center (NVC) Director and other senior staff to oversee and monitor contracted service providers to ensure compliance with the contract.
• Provides principal technical review, expertise, and oversight of NVC written communications services primarily to and from the public.
• Serves as the technical point of contact for Immigrant Visa (IV) inquiries and provides authoritative interpretation of IV processes, policy, procedures, and practices to a dedicated team responsible for inquiries from Congressional offices.
• Serves as a Government Technical Monitor (GTM) with responsibility for monitoring and overseeing technical performance on assigned aspects of various contracts administered by NVC.
• Coordinates with policy-making offices to verify, confirm, and validate that NVC has the latest guidance regarding IV processing policies and priorities in order to make sure all outgoing scripts contain accurate information.

Qualifications: Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience reviewing existing, proposed, and new legislation as well as trends service demand requiring changes to processes which may impact the customer experience and the delivery of government, non-government, or private sector service information to customers. Experience identifying, analyzing, evaluating, and recommending a wide range of initiatives designed to improve the effectiveness and efficiency of current customer service or customer experience practices. Experience presenting about consular or immigration services processing at outreach events to key contacts within the stakeholder groups such as attorneys, universities, and immigration organizations. Experience coordinating with policy-making offices to verify, confirm, and validate the latest guidance regarding consular or immigration services processing to ensure all outgoing scripts contain accurate information. There is no substitute of education for specialized experience for the GS-13 position.

How to Apply: Prepare your application in USAJOBS To start your application, click Apply and we'll walk you through the process to attach a resume and any required documents. During the application process you can review, edit, delete, and update your information. We'll automatically save your progress as you go, so you won't lose any changes. You have until 11:59 p.m. Eastern Time (ET) on the closing date of this announcement to complete the application process. STEP 1: Select the "Apply" button and follow the instructions to register or sign into USAJOBS. STEP 2: Submit your resume. Please see the Required Documents section for specific information that should be outlined in your resume. STEP 3: Complete the online assessment questions. STEP 4: Submit all required documentation applicable to you, as listed in the Required Documents section. To learn how to view the status of your submitted supporting documentation and application, visit the Application Instructions section of our agency's Civil Service selection process site. Technical assistance with your on-line application is available through the Help Desk at mgshelp@monster.com or by calling (866) 656-6830 between the hours of 7:00 a.m. and 7:00 p.m. ET Alternate Application Procedures If applying online poses an extreme hardship, you may request alternate application procedures to submit your application package. Contact the Human Resources office listed on the announcement between the business hours of 8:15 a.m. and 5:00 p.m. ET at least 2 working days prior to the closing date of this announcement. The application package for alternate application procedures must be submitted and received in the Human Resources office no later than 11:59 p.m. ET on the closing date of this announcement. Paper applications and information sent by mail will not be accepted.

Application Deadline: 2026-04-03