Vet Customer Experience (VCE) Logo
Position Title
Program Specialist
Agency
Vet Customer Experience (VCE)
Announcement Number
CARZ-11847855-23-CMB Opens in new window
Open Period
Friday, February 17, 2023 to Monday, February 27, 2023
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1. Do you claim Veterans’ Preference? (limit characters)
2. Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
  • you are located in the same local commuting area of the vacancy; AND,
  • you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
  • your grade is equivalent to or below the grade level of the vacancy; AND, 
  • your last performance rating of record is at least fully successful or the equivalent.

For more information, review the USAJOBS Help Center.

To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
(limit characters)
3. Are you a current or former federal employee displaced from a position in a federal agency other than the Department of Veterans Affairs?  If yes, confirm:
  • you are located in the same local commuting area of the vacancy; AND,
  • you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
  • you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
  • your last performance rating of record is at least fully successful or the equivalent.
For more information, review the USAJOBS Help Center.

To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
(limit characters)
4. Are you an active duty service member expected to be discharged or released under honorable conditions within the next 120 days who will be eligible for Veterans' preference?  You may eligible to apply through the Veterans Opportunity to Work (VOW) Act based on tentative preference.

To verify your eligibility, you must submit a "certification" on appropriate letterhead from your branch of service that certifies you are expected to be discharged or released from active duty service under honorable conditions not later than 120 days after the date the certification is signed.  Note: If selected, prior to appointment you will be required to provide your DD-214 and/or other supporting documentation to verify that you are eligible for Veterans' preference.

For more information, review USAJOBS Veterans resources.
(limit characters)
Preferences
1. Would you accept a temporary appointment? (limit characters)
2. Which of the following items describes your current or recent (within the last five years) political appointee service?

If you responded yes to any of the items below, you will need to include a SF-50 specifying your prior service.
(limit characters)
Resume Reminder- Your resume must include the following information for each job listed:
  • Job title Duties (be as detailed as possible)
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)
  • Series and Grade, if applicable, for all Federal positions you have held
Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.

Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.
(limit characters)
Veterans' Preference Documentation Reminder: In order to receive appropriate consideration, you should submit proper documentation if you are claiming eligibility for Veterans' Preference, which includes a copy of your DD-214 (member copy 4 or earlier version that shows character of service). Applicant's claiming 10-Point preference should also submit an SF-15, Application for 10-Point Veterans' Preference along with the required documentation listed on the form (such as verification of service-connected disability percentage). (limit characters)
Accuracy of Application Reminder:
By submitting your application, you are certifying, to the best of your knowledge and belief, all the information submitted by you with your application for employment is true, complete, and made in good faith, and that you have truthfully and accurately represented your work experience, knowledge, skills, abilities and education (degrees, accomplishments, etc.). The information you provide as part of your application may be investigated. You are also certifying, and acknowledging, that misrepresenting your experience or education, or providing false or fraudulent information in, or with your application, may affect your eligibility for appointment and/or continued employment. False or fraudulent statements may be punishable by fine or imprisonment (18 U.S.C. 1001).
(limit characters)
Assessment 1
Select the appropriate answer to each of the following questions based on your current level of experience and/or education that demonstrates your ability to perform the duties of this position. When answering the questionnaire, remember that your experience subject to verification by investigation. You may be asked to provide specific examples or documentation of experience as proof to support your answers, or you may be required to verify a response by a practical demonstration of your claimed ability to perform a task. (limit characters)
1. MINIMUM QUALIFICATIONS GS-09: Select the one statement below that best describes your current level of experience and/or education to meet the minimum requirements for this position. (limit characters)
For each task in the following groups, choose the statement from the list below that best describes your experience and/or training. (limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
2. Troubleshooting technology issues with call center equipment (i.e., computer or telephone/communication systems).
(limit characters)
3. Addressing contact center application issues while ensuring minimal tolerable downtime and timely return to operations. (limit characters)
4. Ensuring staff have working access to call center software (i.e., workforce management, quality, Customer Relationship Management, telephony, etc.). (limit characters)
5. Serving as a principal point of contact for onboarding/offboarding call center staff.
(limit characters)
6. Understanding Customer Relationship Management (CRM), phone, and other technical system operational goals and organizational practices. (limit characters)
7. Adhering to program operations, goals, rules/regulations, management, and organizational practices. (limit characters)
8. Providing technical expertise and troubleshooting support for telephone software, headset technology, and Interactive Voice Recognition (IVR) message preparation.
(limit characters)
9. Consulting with information technology engineers regarding building requirements to execute pathways for calls/chats/texts messages and voice whisper content. (limit characters)
10. Diagnosing and resolving issues in response to customer-reported incidents.
(limit characters)
11. Resolving issues by providing troubleshooting services to members of the call center team virtually 24 hours a day, 7 days a week.
(limit characters)
12. Collaborating with members of the operations team and supervisors/managers to ensure a pleasant and timely onboarding process and new employee experience.
(limit characters)
13. Coordinating with the training team on the development and delivery of computer and web-based training and education materials to support the deployment of contact center applications.
(limit characters)
14. Collaborating with others to ensure processes are in place and content is available to support end users with onboarding requirements, workflows, and contact center application reference materials.
(limit characters)
15. Assists with contingency plans for staff when they cannot work at home.
(limit characters)
Veteran's Preference Documentation Reminder - To receive appropriate preference consideration, you should submit proper documentation if you are claiming eligibility for veteran's preference, which includes a copy of your DD-214 (member copy 4 or earlier version that shows character of service). Applicant's claiming 10-Point preference should also submit an SF-15, Application for 10-Point Veteran's Preference along with the required documentation listed on the SF-15 form (such as verification of service-connected disability percentage). (limit characters)
Transcript Reminder - If you are basing your qualifications on education (or a combination of education and experience) or if the position requires a college education to qualify, you must submit a copy of your transcripts with your application. (limit characters)
Resume Reminder - Your resume must include the following information for each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail. Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications. (limit characters)