CUSTOMER SERVICE REPRESENTATIVE Vicenza, Italy Ausschreibungsbereich FOR THIS POSITION APPLICATIONS MUST BE SUBMITTED IN ENGLISH. Applications will be accepted from INTERNAL Local National employees who are seeking promotion or reassignment. Concurrent consideration MAY be given to EXTERNAL candidates. NOTE: Position may be filled at the UA-05 or UA-04 grade level. If position is filled at the UA-05 grade level, incumbent may be promoted non-competitively to the UA-04 grade level upon completion of necessary training and after he/she has met the necessary qualification requirements, quality of experience and upon recommendation of the supervisor. If you have any questions about this vacancy or the application process, please email us at: usarmy.usag-italy.hqda-cpac.mbx.ln-applicants@army.mil or call 0444-715026 from 14.00 to 16.00 (Mon-Fri). Hauptaufgaben Incumbent serves as the Customer Service Representative for the Directorate of Public Works (DPW), USAG Italy, and the official point of contact for all USAG Italy DPW customer-related programs. Provides technical guidance in the receipt of Demand Maintenance Orders (DMO) and Facilities Engineering Work Requests (FEWR) via phone calls, email, and walk-in customers. Diagnoses the nature of technical repair needs and determines work priority category (emergency, urgent, or routine). Recognizes emergency or life-threatening situations and dispatches repair personnel to respond quickly. Issues and approves work and establishes the priority for accomplishment and determines which shops must perform the work. Determines cost/category of work, and if not within limits, refers potential work request to the Branch Chief for in-depth review. Based on determined work and category assigns accounts processing codes. Researches appropriate databases and other required coding under the General Fund Enterprise Business System (GFEBS). Reviews completed work from shops and performs quality control to ensure labor, materials and equipment costs have been reported and the documents countersigned by the appropriate foremen. Incumbent represents the DPW for customer inquiries and status reports regarding service orders, work requests, appliance contractor performance, and Government Leased Quarters (GLQs). Implements quality controls on customer service including inspections and interviews with customers to determine customer satisfaction. Determines validity and resolves routine and complex complaints regarding in-house worker and contractor performance. Maintains statistical data and logs of complaints and inquiries. Coordinates with the Family Housing Office to identify problem areas and modify or establish procedures to improve customer service. Coordinates maintenance and repair of GLQs. Provides technical translations regarding maintenance and repair of GLQs for landlords, tenants, and repair personnel. Performs inspections to identify and determine responsibility for damages. Coordinates with the GLQ maintenance contract COR in order to avoid disruption of work schedule and to provide information to the customer about appointments, delays, or actions taken to resolve problems. Inputs data into the GFEBS and maintains files and registers. Establishes procedures to ensure that computer records are current and updated. Prepares routine, non-technical correspondence, reports, and other material from brief notes, oral instructions, or precedent materials. Assists the Branch Chief in conducting monthly meetings with Facility Work Coordinators (FWCs). Assists FWCs in work request preparation. Provides monthly status of work requests for reconciliation and maintains records. Performs FWC training on a rotational basis. NOTE: Tour of duty: 40 hours per week, Monday through Friday from 08.00 to 17.00, including a 1-hour uncompensated lunch break. Qualifikationsanforderungen MINIMUM QUALIFICATION REQUIREMENTS: Applicants must meet the qualification requirements in the Qualification Standards Handbook as summarized below. EXPERIENCE: At the UA-05 grade level, applicants must have a minimum of 1 year of Specialized Experience equivalent to at least the UA-06 grade level. At the UA-04 grade level, applicants must have a minimum of 1 year of Specialized Experience, equivalent to at least the UA-05 grade level. Specialized Experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: At the UA-05 grade level: Diploma di Laurea triennale or Diploma universitario, in any field. At the UA-04 grade level: Diploma di Laurea triennale plus 30 CFU towards a Diploma di Laurea Magistrale/Specialistica, education must be directly related to the occupation. NOTE: A good knowledge of the English and Italian languages, both oral and written, is required in order to deal with communications involving complex technical problems and coordination of solutions to those problems. HOW YOU WILL BE EVALUATED: In order to qualify for this position, your application must provide sufficient experience and/or education to meet the requirements of the position. You will be rated based on the experience and education described on your application and the documents that are submitted. Copies of education documents (e.g. "Diploma di Laurea", transcripts) must be submitted at the time of application to the following email address: usarmy.usag-italy.hqda-cpac.mbx.ln-applicants@army.mil Please specify the vacancy announcement number on the subject line of the email message. Failure to submit documents in a timely manner may result in a disqualification rating. Auswahlkriterien auswählen Not applicable. Beschäftigungsbedingungen Not applicable.