What are the responsibilities and job description for the Complaint Specialist position at Federal Communications Commission?
This position is in the Consumer Inquiries and Complaints Division (CICD), Consumer and Governmental Affairs Bureau (CGB), Federal Communications Commission (FCC) located in Washington, DC.
RELOCATION EXPENSES WILL NOT BE PAID.
THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.
Qualifications:
Interested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S. Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin.
Applicants must meet eligibility and qualification requirements by the closing date of this announcement. Current Federal employees asking to be considered under Merit Promotion procedures must meet time-in-grade requirements by the closing date of this announcement.
Candidates must meet all of the specialized experience requirements outlined below in order to be deemed as qualified. (INSERT AND INCLUDE ANY ADDITIONAL EDUCATIONAL OR OTHER GENERAL REQUIREMENTS FOR THE POSITION HERE).
Specialized Experience
GS-12
In order to be deemed as qualified, candidates must demonstrate one year of specialized experience which is equivalent to the GS-11 grade level in the Federal service. Specialized experience is defined as:
1. Experience coordinating, processing, and responding to consumer inquiries and complaints.
2. Experience analyzing complaints to identify trends.
3. Experience providing advice on how to resolve customer complaints.
4. Experience working with diverse groups or organizations to resolve issues including Federal, State, or Tribal organizations.
5. Experience responding both verbally and in writing to complex customer complaints.
PART-TIME OR UNPAID EXPERIENCE: 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, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Responsibilities:
The incumbent is responsible for coordinating, processing, and responding to consumer inquiries, complaints, including issue-specific workstreams and analyzing complaints to identify trends and other relevant issues.
Coordinates, processes and tracks inquires and complaints including: 1) researching and drafting diverse materials used by CGB to inform the public about communications issues; and 2) serving as a point of contact for other Bureaus and Offices on specific complaints an inquires.
Provides advice and guidance to the Division Chief and other CICD management on complaints related issues and inquires. Analyzes relevant documents and directives to prepare diverse materials to inform consumers about Commission rules, policies, and events. Performs in depth research, reviews response language and other educational content to ensure accurate information is provided to the public regarding FCC proceedings, policies, complaints, and other Commission activities. Monitors Commission rulemaking proceedings and consults with Division management to prepare materials responsive to consumer inquiries and complaints. Coordinates with staff from CGB and other Bureaus and Offices as necessary to prepare such materials.
Analyzes and responds to escalated and/or complex consumer complaint issues, including but not limited to contact with telecommunications carriers, other FCC Bureaus and Offices, other agencies, and consumers to thoroughly understand and address the issues involved.
Salary : $102,415