LEAD CUSTOMER SERVICE REPRESENTATIVE.

About the Role

This position involves distributing and balancing workload among employees, ensuring compliance with established guidelines, and meeting deadlines. The role focuses on customer service for invoice payment issues, including late, under-, or overpayments, and resolving these issues in accordance with laws, regulations, and policies. The position also involves providing detailed information to customers about contractor/vendor payments.

Responsibilities

• Distribute and balance workload among employees to ensure timely completion of assigned tasks.
• Review work for compliance with guidelines, technical accuracy, and adherence to deadlines.
• Provide customer service and respond to inquiries regarding invoice payment issues, including late, under-, or overpayments.
• Research, analyze, and resolve customer service issues within governed laws, regulations, policies, and procedures.
• Provide general and detailed information to customers on all aspects of contractor/vendor payments.

Requirements

• Must be a U.S. Citizen.
• Background or security investigation required; sensitivity and security levels vary by position.
• Males born after December 31, 1959, must be registered for Selective Service.
• Suitable for Federal employment.
• Must obtain and maintain a Financial Management Certification.
• New employees must successfully pass the E-Verify employment verification check.
• One year of specialized experience equivalent to the GS-06 level in the federal service, demonstrating the ability to apply financial regulations, policies, and procedures to research customer issues, develop solutions, and explain outcomes.
• Volunteer experience may be credited if it builds relevant competencies, knowledge, and skills.

Qualifications

This position is filled under the Direct Hire Authority for Certain Personnel of the Department of Defense. Applicants must have related financial experience and/or a related financial degree (e.g., Finance, Accounting, Management, Actuarial Science) in addition to meeting Office of Personnel Management (OPM) minimum qualification requirements. Substitution of education and experience must minimally satisfy the DHA qualification requirement.

Education

For GS-07: One full year of graduate-level education may substitute for specialized experience if directly related to the position. Equivalent combinations of graduate-level education and experience may also be used. Transcripts must be submitted at the time of application if using education to substitute for experience. Education must be obtained from an accredited college or university recognized by the U.S. Department of Education.

Additional Information

• Telework availability is limited and provided on a case-by-case basis.
• Veteran's preference does not apply under this Direct Hire Authority.
• Position may be filled as permanent or term with full-time or part-time schedules; pay varies by geographic location.
• A one-year probationary or trial period may be required.
• This position is Non-Exempt from the Fair Labor Standards Act.
• Travel requirement is seldom.
• This position is not covered by a bargaining unit.
• Employment of retired Federal employees receiving an annuity is subject to DoD policy guidance.
• Must obtain and maintain a Level 1 Certification under the DoD Financial Management (FM) Certification Program within two years of employment.
• Security designation varies and may require a Secret clearance or higher; a background investigation is required.

Benefits

As a federal employee, you and your family will have access to a comprehensive benefits package. Eligibility for benefits depends on the type of position held (full-time, part-time, or intermittent).