• Job Description

  Req#: 770578900

  This position is with the United States Department of Agriculture (USDA), Farm Production and Conservation Business Center's Customer Experience Division. This position serves as a Customer Service Specialist / Strategist.

  
  

  Duties

  
  

  • Participates and collaborates with the Chief Customer Officer, the Agency Heads for FSA, NRCS, and RMA, and other agency officials in planning, developing, and evaluating customer experience programs for all FPAC agencies.
  • Provides expert analysis and advice on matters, issues, and questions pertaining to the practice of designing and reacting to customer interactions to meet or exceed customer expectations and thus increase customer loyalty and advocacy.
  • Utilizes CX strategies, human-centered design methods, and both qualitative and quantitative customer feedback to build design artifacts such as customer personas and journey maps to identify best practices and perceived pain points.
  • Designs and conducts analytical studies to gather customer feedback and insights that are of special interest to FPAC and/or its agencies. Collects and analyzes data in a way that supports a robust CX program and sound business decisions.

  
  

  Requirements

  
  

  • You must be a US Citizen or US National.
  • Males born after 12/31/1959 must be Selective Service registered or exempt.
  • Subject to satisfactory adjudication of background investigation and/or fingerprint check.
  • Successful completion of one year probationary period, unless previously served.
  • Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
  • Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

  
  

  Qualifications

  
  

  Applicants must meet all qualifications and eligibility requirements by the 01/26/2024 of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined above.
  
  Specialized Experience: For the GS 13 - Applicants must have one year of specialized experience (equivalent to the GS-12 level) that demonstrates experience developing or implementing an organization's customer engagement activities, or large components of those activities, including: Expert knowledge of the methodologies and practices associated with designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy. Mastery in developing customer journey maps identifying areas of dissatisfaction in the experience and developing plans to monitor and make improvements to the experience, ultimately leading to customer delight. Mastery of the governing theories, methodologies, practices, and and/or principles of exceptional customer experience to provide sound and expert technical guidance on all issues related the assigned projects. Mastery of analytical and evaluative methods combined with an in-depth knowledge of the FPAC organization, programs, mission, and functions, as well as Federal laws and regulations. Mastery of project management principles in order to develop plans and schedules, estimate resource requirements, define milestones and deliverables, monitor activities, and evaluate and report on accomplishments; and extensive knowledge of the techniques of written, oral, and visual communication.
  
  Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.
  
  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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

• About the company

  The United States Department of Agriculture, also known as the Agriculture Department, is the federal executive department responsible for developing and executing federal laws related to farming, forestry, rural economic development, and food. It aims to meet the needs of commercial farming and livestock food production, promotes agricultural trade and production, works to assure food safety, protects natural resources, fosters rural communities and works to end hunger in the United States and internationally.

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