Department of Defense

SUPERVISORY CONTACT REPRESENTATIVE

Rome, New York Full time

SUPERVISORY CONTACT REPRESENTATIVE

Department: Department of Defense

Location(s): Rome, New York

Salary Range: $49960 - $71932 Per Year

Job Summary: Who may apply: Current, permanent DFAS employees in the competitive service and current DFAS VRA employees, in the local commuting area, and eligible DoD PPP Military Spouse preference applicants. This job announcement uses a SME Panel to evaluate applicants. This announcement will be used to fill positions with an entry grade of GS-07 or GS-08 with a target grade of GS-08. The salary range for grade GS-07 is $49,960 to $64,952. The salary range for grade GS-08 is $55,328 to $71,932.

Major Duties:

  • Serves as a Supervisory Contact Representative in the Customer Care Center.
  • Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work.
  • Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls.
  • Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required.
  • Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved.
  • Provides interpretation of regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.
  • Duties will be developmental in nature when filled below the full performance level.

Qualifications: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 for GS-07, and GS-07 for GS-08) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-07 Specialized Experience is defined as: applying financial regulations, policies, and procedures to research customer issues, or developing solutions and explaining regulations and outcomes to customers or other employees; and providing guidance, training, or support to coworkers. GS-08 Specialized Experience is defined as: interpreting and applying financial regulations, policies, and/or standard operating procedures to research and analyze complex and highly visible problems, or developing solutions and explaining technical regulations, procedures, and outcomes to customers; and providing guidance, training, or support to coworkers. Time-in-Grade: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement. To be considered for the GS-07, applicants must have served 52 weeks as a GS-06 or higher in the Federal service. To be considered for the GS-08, applicants must have served 52 weeks as a GS-07 or higher in the Federal service. You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

How to Apply: The following link will help you determine if you meet the eligibility to apply for this position: http://www.dfas.mil/careers/howtoapply/vacancyannouncement/appointment-eligibility.html PLEASE NOTE: You will be considered only for those appointment eligibilities for which you select, attach supporting documentation and are found eligible. Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required assessments, and required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Application Deadline: 2025-11-19