Customer Account Specialist

Telework Eligible

Yes

Major Duties

• Serves as a team member within a Customer Relationship Management (CRM) Cell or segment support team (training, overseeing workload and briefing internal/external customers).
• Serves as the primary customer facing point of contact for the Order Fulfillment process.
• Works with the customer in identifying their fuel requirements and solving or coordinating timely resolution of customer orders/support problems.
• Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA Energy capabilities.
• Works with internal and external organizations to resolve customer issues and develop solutions for new fuel requirements or emergency customer support.

Qualification Summary

To qualify for a Customer Account Specialist your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after- competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Serves as a the primary point of contact for Order Fulfillment, identifying customer needs, coordinating resolution of customer orders and solving support problems. Implements guidance for policies, practices, and procedures developed to resolve recurring problems and/or improve customer service. Conducts detailed program reviews for evaluating, advising and improving customer service/support programs reviews related to Enterprise Business Systems (EBS) problems and various other customer issues. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. .