The Customer Service Center Coordinator is the supervisor within the Customer Support Center (CSC), a “one-stop shop” for ICASS services support to customers. The position reports to Management Counselor. The position supervises two Customer Service Center Assistants/Expeditors.
Duties and Responsibilities
-The incumbent is responsible for ensuring that the day-to-day operations of the CSC which provides an array of services to about 75 American direct-hires and their families, about 278 Locally Employed Staff (LE Staff), seasonal hires, TDY visitors, and contractors. -The CSC Coordinator: ensures that ICASS Service Providers meet ICASS service standards and that the customer’s needs are addressed; works across Management Section portfolios, coordinating tasks with CSC Assistants/Expeditors and service providers, to ensure satisfactory customer service to the end-user; oversees the coordination of post orientation processes for each incoming officer and departing officer, ensuring that services are efficiently provided, and all expediting services are addressed; works with Management Section officers to include General Services, Information Resources, Facility, Financial Management, Human Resources, Health Unit, and Community Liaison Office. -As necessary, the CSC Coordinator accompanies officers on visits to host government offices outside the embassy to complete departure and arrival tasks. The CSC Coordinator is a checklist administrator for PCS Portal and ensures that all tasks are added and completed by the travelers as appropriate.
Qualifications and Experience
-Minimum four years of experience in a customer-focused work environment, with emphasis on written and oral communication and daily interactions with customers is required.
Education Requirements: -Completion of two-years university studies is required.
Evaluations: LANGUAGE: English: -Level 4 - Fluent; speaking/reading/writing, may include the ability to translate
SKILLS AND ABILITIES: -Excellent customer service and interpersonal skills; project assistant skills; ability to remain tactful and professional at all times; organizational and time-management skills; flexibility; ability to multitask; ability to communicate with high level officers, adapt to different cultural sensitivities; must be skilled in reading, interpreting in the requested language , and applying complex regulations; analytical skills; must be able to create, manipulate, analyze, and interpret basic data; word-processing, spreadsheet, desktop publishing skills; keyboard skills (accuracy is required). Ability to work in a high stress, high volume productivity environment is required. Must have Microsoft Office skills (Excel, PowerPoint, Word).
JOB KNOWLEDGE: Understand cultural diversity and sensitivity; knowledge of good customer service practices, negotiation, conflict resolution/de-escalation and scheduling. Must have computer knowledge (Microsoft Office).
How to Apply
HIRING PREFERENCE SELECTION PROCESS: Applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.
HIRING PREFERENCE ORDER: 1. AEFM / USEFM who is a preference-eligible U.S. Veteran 2. AEFM / USEFM 3. FS on LWOP and CS with reemployment rights
IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability dated within the past six months, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
