Summary

This position is part of the National Archives and Records Administration, located in the Archives 1 Textual Records Division, Research Services - Washington, DC. Incumbent of this position serves as the Chief of the A1 Research Room Branch on matters pertaining to researcher operations and programs. Works closely with A1 Textual Records Division staff to develop a plan and coordinate efforts to enhance each individual researcher's experience.

Duties

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As a Supervisory Customer Services Specialist, you will:

• Manage the A1 Research Room operations in the Archives I Building, supervising lower level supervisors and staff.
• Assist the A1 Textual Records Division Director and other staff with development of short and long-range plans for the organization.
• Identify problems or situations that negatively impact the quality of researchers' experience in the research complex and take necessary steps to ensure immediate resolution.
• Develop strategies for the development of programs, policies, and procedures by interpreting existing NARA and R regulations, policies and procedures. In cooperation with division staff, develop and oversee implementation of customer satisfaction surveys pertaining to researchers' experiences at Archives I.

Requirements

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Conditions of employment

• A probationary or trial period may be required. Continued employment is contingent upon supervisory certification that continued employment will benefit the Federal Service; the certification will occur no less than 30 days before the end of the probationary/trial period.
• A one year supervisory or managerial probationary period may be required.
• Must successfully complete a background investigation.
• Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
• If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
• The work will require sufficient mobility to make frequent inspection of all parts of the public spaces. The work requires some physical exertion such as; long period of standing, bending, stooping or reaching, and lifting of moderate heavy boxes, records or equipment.

Key Requirements:

1. Please refer to "Conditions of Employment."
2. Click "Print Preview" to review the entire announcement before applying.
3. Must be U.S. Citizens or U.S. Nationals.

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement.

Specialized Experience for the GS-13 grade level is defined as one year of experience at the GS-12 grade level, or equivalent, that is typically in or related to the position and which equipped the candidate with the particular knowledge, skills, and abilities to successfully perform the duties of this position. Specialized experience for this position is defined as experience:

• Experience leading a team, program, or project; AND
• Communicating to effectively explain, elaborate on or advocate for policies or projects orally and in writing; AND
• Overseeing customer service operations and ensuring timely and effective resolutions to escalated issues.

In addition to the above requirements, you must meet the following requirements, if applicable (as defined in 5 CFR 300, Subpart F):

Time-in-Grade: For the GS-13, you must have been at the GS-12 level for 52 weeks.

Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Additional information

• We may select from this announcement or any other source to fill one or more vacancies.
• When the National Archives and Records Administration completes their selections, the remaining lists of qualified candidates may be shared with hiring managers and Human Resources specialists at additional offices, bureaus, or agencies who are hiring for similar positions. You will have an opportunity to opt-in if you would like your name, application material, and assessment results shared with additional offices or bureaus. There is no guarantee of further consideration, and you can continue to explore other job opportunity announcements.
• This is a non-bargaining unit position.
• We offer opportunities for telework, per Agency policy.
• We offer opportunities for flexible work schedules, per Agency policy.

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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

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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.

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.