Does: Customer Service Representative (Oce)

Serves as the Customer Service Representative to the Office of Customer Experience (OCE)

Is responsible for having full knowledge of employment services programs and keeping abreast of interpretation, application and revision of Employment Security Services’ as well as Customer Relations Unit’s interpretation, application as revisions of policy and procedural instructions.

Obtain and maintain knowledge of Departmental and component ESS programs and of the interrelationships among such programs.

Performs research into employment and unemployment insurance matters. Gathers facts, defines and explores problems and initiatives and maintains contacts necessary to complete assignments.

Discusses pertinent issues with key government officials, representative of outside interests, and various groups and individuals as required to obtain necessary information.

Attends staff meetings in order to keep current on projected program objectives and to maintain a continuous awareness of program accomplishments, problems, plans and operating process.

Assist with preparing a wide variety of reports, memoranda and letters pertaining to Employment Services and its component activities, relying on knowledge of DOES and ESS policies and procedures to determine the most appropriate responses.

Receives acts on client complaints received from clients served regarding unemployment compensation and job services.

Advises the CRO of existing problems and complaints and staus of the development of proposed solutions to the same.

Assists other members of the office on the development of solutions to problem and prepares recommendations for consideration by the CRO.

Participates in meetings with clients, employers, and service providers, supervisory and managerial staff to assure that the quality of service provided is of consistently high standards.

Participates in staff and operational meetings to keep abreast of complaints, problems, plans, projects, recommendations and decisions of the office. Identifies and analyzes problems and complaints and recommends solutions.

Assists in the conduct of a variety of special projects and/or studies requiring the application of analytical principles in the preparation of interpretive, statistical, and basic information for use in the Customer Relations Unit (i.e., the conduct of customer as well as employee surveys to determine where to focus efforts in providing quality improvements.?

Assist in forming and convening focus groups for survey development, administration and analysis.

Performs other related duties as assigned.

Knowledge Required for the Position:

The nature of the work assignments required an in depth knowledge of agency programs including their goals and objective and the interrelationship of these programs; federal and local government organization structure and mission, community organizations and their functions; and the political innuendoes which occur at the local level which impact upon customer relations.

Supervisory Controls:

Works under the general supervision of the Chief of Customer Relations (CRU) in the Office of the Director. Incumbent carries out work assignments under the direction of the Chief/CRU, keeping the Chief informed of progress. Review of work is primarily based upon effectiveness and attainment of objectives, competency as evidenced in recommendations, effectiveness of personal work relationships, and timeliness with which assignments are accomplished.

Guidelines:

Guidelines include applicable rules and regulations, agency policies, issuances, and instructions. Incumbent must use sound judgment in interpreting and applying same.

Complexity:

The incumbent is responsible for carrying out special projects and/or assignments which relate to the assigned missions and functions of the major organizational segments of the Office. The position will be highly concentrated and requires expertise in the whole range of employment service activities.

Scope and Effect:

The purpose of the work is to maintain a viable customer relations program that will serve the needs of all individuals seeking assistance from the Customer Service Unit.

Personal Contacts:

Personal contacts include various District and Federal government agency representatives, DOES staff; external customers (clients) and national and regional office representatives.

Purpose of Contacts:

The purpose of the contacts is to obtain and/or provide information on programs and projects or for the purpose of guiding and coordinating same.

Physical Demands:

The work is mostly sedentary, however, some walking, bending and standing are required.

Work Environment:

The work is performed in an office setting.

Other Significant Facts

Tour of Duty: Monday – Friday, 8:30 am – 5:00 pm

Operating Status: In-Person reporting, flexible and limited telework options available upon position eligibility and operational needs.

Pay Plan, Series, and Grade: CS-0301-11

Salary Range: $65,285 - $84,176; based on available funding.

Duration of Appointment: Career Service “At-Will”

Collective Bargaining Unit: This position is not covered under a collective bargaining agreement.

Promotion Potential: No known promotion potential

Area of Consideration: Open to the public

Position Designation: This position has been designated as security-sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability, and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.

Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.

Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.