Complaint Specialist

Summary This position is in the Consumer Inquiries and Complaints Division (CICD), Consumer and Governmental Affairs Bureau (CGB), Federal Communications Commission (FCC) located in Washington, DC. RELOCATION EXPENSES WILL NOT BE PAID.   THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.  Learn more about this agency Duties The incumbent is responsible for coordinating, processing, and responding to consumer inquiries, complaints, including issue-specific workstreams and analyzing complaints to identify trends and other relevant issues. Coordinates, processes and tracks inquires and complaints including: 1) researching and drafting diverse materials used by CGB to inform the public about communications issues; and 2) serving as a point of contact for other Bureaus and Offices on specific complaints an inquires. Provides advice and guidance to the Division Chief and other CICD management on complaints related issues and inquires. Analyzes relevant documents and directives to prepare diverse materials to inform consumers about Commission rules, policies, and events. Performs in depth research, reviews response language and other educational content to ensure accurate information is provided to the public regarding FCC proceedings, policies, complaints, and other Commission activities. Monitors Commission rulemaking proceedings and consults with Division management to prepare materials responsive to consumer inquiries and complaints. Coordinates with staff from CGB and other Bureaus and Offices as necessary to prepare such materials. Analyzes and responds to escalated and/or complex consumer complaint issues, including but not limited to contact with telecommunications carriers, other FCC Bureaus and Offices, other agencies, and consumers to thoroughly understand and address the issues involved. Requirements Conditions of employment Males born after 12/31/59 must be registered with Selective Service. US Citizenship. May serve a one year probationary period (if applicable). Suitable for employment as determined by a background investigation. If selected, a financial disclosure statement may be required. Current/former federal employees must provide SF-50 verifying grade/status. Current FCC employees must provide SF-50 verifying grade & status. Resume must not exceed two pages and must meet resume format criteria. See "Qualifications". Qualifications Interested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S. Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin. Applicants must meet eligibility and qualification requirements by the closing date of this announcement.  Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement.   Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified.  (INSERT AND INCLUDE ANY ADDITIONAL EDUCATIONAL OR OTHER GENERAL REQUIREMENTS FOR THE POSITION HERE). Specialized Experience GS-12In order to be deemed as qualified, candidates must demonstrate one year of specialized experience which is equivalent to the GS-11 grade level in the Federal service. Specialized experience is defined as:1. Experience coordinating, processing, and responding to consumer inquiries and complaints.2. Experience analyzing complaints to identify trends.3. Experience providing advice on how to resolve customer complaints.4. Experience working with diverse groups or organizations to resolve issues including Federal, State, or Tribal organizations.5. Experience responding both verbally and in writing to complex customer complaints. PART-TIME OR UNPAID EXPERIENCE: 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. Education If applicable, see "Qualifications". Additional information EEO Policy StatementReasonable Accommodation Policy StatementVeterans InformationLegal and Regulatory Guidance Other:-  Before hiring, an agency will ask you to complete a Declaration for Federal Employment to determine your suitability for Federal employment and to authorize a background investigation.  The agency will also ask you to sign and certify the accuracy of all the information in your application.  If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be fined or jailed. If you are a male over age 18 who was born after December 31, 1959, you must have registered with the Selective Service System (or have an exemption) to be eligible for a Federal job.-  If applicable, you will be required to serve a trial period of one year.-  In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial disclosure statement upon assuming the position. *NOTE-This position is in the bargaining unit.  The exclusive representative is NTEU Chapter 209.  Expand Hide  additional information Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. The FCC offers a wide range of employee benefits, including:Health InsuranceLife InsuranceDental & Vision InsuranceFlexible Spending AccountsLong-Term Care Insurance Holidays and LeaveRetirementThrift Savings PlanTransit BenefitAlternative Work ScheduleTelecommuting Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.