Total 140 customer service job vacancies in 0905 columbia md

Explains services, policies, procedures, and rules and regulations and provides necessary assistance to customers in initiating their service requests; researches job status as requested by customers. Creates work orders for customers; verifies work order information for completeness; reviews requested completion times and forwards work order to proper processing area. Communicates with production supervisory staff to coordinate the processing of rush work orders and requests. Communicates regularly with customers; notifies customers of completion of proofs and/or work order requests. Assists in providing quality checks and maintaining efficient workflow. Maintains manual and electronic records and/or production logs to track work orders; reviews production shift summary reports and completed work orders for accuracy; participates in work generation at the Customer Service counter and records documentation. Other duties as assigned.

Major duties for this position include, but are not limited to the following:

• Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services.
• Lead the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor. Works with other IT managers to provide a cohesive customer experience.
• Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
• Oversee the 24/7 Level 1 (phone) support services. Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
• Manage the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
• Apply the appropriate industry frameworks within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
• Monitor and report on service level targets for incidents, problems, and requests fulfilment; regularly presenting performance results to the Agency executive leadership.
• Maintain and test contingency plans to ensure high availability of the Support Center services.
• Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
• Develop performance standards and evaluates work performance of direct reports.
• Serve as one of the program managers for the labor services support contract.
• Perform other duties as assigned.

Major duties for this position include, but are not limited to the following:

• Serve as the Customer Service Branch Chief for headquarters and key advisor to the Division Chief of Enterprise Service Desk on short and long range-goals for the Support Center (a.k.a. Enterprise Service Desk) in customer experience, operations, efficiencies, and quality of services.
• Lead the agency-wide, fast-paced Support Center team that is the single point of contact for IT and Applications support at the Department of Labor. Works with other IT managers to provide a cohesive customer experience.
• Lead and coordinate the Level 0 (self-service) services (e.g., web portal, chatbot, knowledge base).
• Oversee the 24/7 Level 1 (phone) support services. Apply industry standards and uses technology solutions and processes to ensure timely and quality support services on first contact.
• Manage the main walk-in location where consistent Level 2 (desk-side) services such as break-fix, IT hardware repairs and exchanges, and user support are provided.
• Apply the appropriate industry frameworks within the Support Center to fulfil the organization's vision, mission, and goals; ensuring high quality and cost-effective IT service delivery and a robust continuous improvement approach.
• Monitor and report on service level targets for incidents, problems, and requests fulfilment; regularly presenting performance results to the Agency executive leadership.
• Maintain and test contingency plans to ensure high availability of the Support Center services.
• Formulate and defend IT budget proposals and ensures maximum efficiency and cost-effectiveness in the use of IT resources.
• Develop performance standards and evaluates work performance of direct reports.
• Serve as one of the program managers for the labor services support contract.
• Perform other duties as assigned.

Being a Customer Experience Strategist makes you a valuable member of the Office of Innovation. You will oversee the planning, coordination, development, and completion of complex and varied projects to extract, transform, and load data into relational and non-relational data stores. Typical assignments include:

• Incorporates modern techniques and methods to present information and material to target audiences.
• Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods.
• Demonstrated the ability to effectively outline and identify business workflows and requirements.
• Work with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
• Defines the overall goals and objectives of the user experience function or specific issues by meeting with OIG leadership.
• Provides input and recommendations to the development or changes on human centered design information for technical and operational feasibility and adherence with project objectives.
• Recommends actions on projects or broad, agency-wide strategic initiatives.
• Establishes a system to review, control and report on user experience development status.
• Designs and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds.
• Defines the overall goals and objectives of the customer experience function or specific issues by meeting with stakeholders.
• Works with customers to evaluate their mission requirements, identify the target audience, and define objectives/goals of the requested project, business flow or requirements where these may not have been identified.
• Documents, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits.
• Prepares reports summarizing proposed long- and short- term organizational customer experience goals.
• Communicates ideas, research, concepts, methods, analyses, evaluations, and makes recommendations in a logical and convincing manner.
• Facilitates regular discussions with customers to gather requirements, assess user experiences, and plan future work.
• Actively participates and plans meetings with customers focused on identifying workflows, requirements, problems and resolving issues.

Enterprise Measurement and Design (EMD) manages a large and diverse design portfolio of collaborative work within both VEO and VA, as well as across other federal agencies. The incumbent will serve as a national level CX Strategist performing duties as follows:

• Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and service delivery, increase administration/organization/program/service customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 and from the private, state, local, and other sectors.
• Design and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists management in the administration's diverse program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience in the short and long term.
• Work with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
• Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through
  innovative methods. This could include designing surveys, conducting interviews, focus groups, usability test session, secondary research, observational studies, etc.
• Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy.
• Plan and facilitate workshops, meetings and/or other interactive sessions to gather feedback and insight from key customers and stakeholders.
• Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos,
  experiences and exhibits.
• Build understanding within programs and services of who their customers are, the needs trying to be met and value the public seeks from VA services, and the moments that matter most.
• Creatively gather and package compelling customer feedback, research, and other data to develop insights to support leadership decision-making.
• Bring together the right people and supporting culture to develop strategies for improving CX, and plan for achieving measurable outcomes.
• Act as a relentless entrepreneur driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
• Work alongside colleagues to embed human-centered design practices so that others can both benefit from these approaches and learn methods for sustainable change.

• Analyzes and makes the final determination of the competency of veterans and other VA beneficiaries and provides the final notification of the determination.
• Generates the award for the retroactive payment release, once a fiduciary is established, as well as other award actions needed by the Fiduciary Program.
• Authorizes, reviews and approves the pending award action for technical accuracy, clarity, and thoroughness.
• Insures that estate protection is in place, when appropriate, before releasing large retroactive payments and in other cases where the VA beneficiary's funds may not be adequately protected.
• Prepares Statements of the Case (SOC) on Fiduciary Program appeals.
• Provides training to other members of the Fiduciary Hub, VARO employees, service organization personnel, and other stakeholders, as needed. Serves as a Veterans Service Representative (VSR) and Legal Instruments Examiner (LIE) expert and provides technical guidance in regard to the rating, generation and authorization of Fiduciary Program awards.
• Utilizes various electronic data processing (EDP) systems for processing, monitoring, and correspondence preparation.
• Communicates directly with VA beneficiaries, eligible individuals, representatives, and advocates to explain the full range of VA benefits and all related programs.
• Gives final approval of accounts received from guardians, attorneys, legal custodians, or chief officers of state institutions except those showing a major account deficiency which cannot be remedied by correspondence. Approval is only given if the accounting is proper in every respect including commissions and/or fees within statutory or policy limits.
• Advises fiduciaries of regulations, necessary documentation and other factors which affect computation of income for VA purposes.
• Prepares reports for guardians in those cases in which VA is rendering legal services.
• Refers to the Office of the Inspector General (OIG), accounts in which there is a possible indication of fraud, embezzlement or other criminal offense.
• Performs other related duties as assigned.

As an IT Specialist (Customer Support) within the Office of the Human Capital, some of your specific duties will include:

• Diagnoses and resolves recurring problems in response to customer reported incidents.
• Installs, configures, and tests software on customer workstations, as well as upgrades and troubleshoots hardware and software components.
• Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services.
• Provides recommendations for improving customer service delivery and assists higher grade specialists.
• Provides routine advice and guidance to customers requesting information on established policy or procedures.

Eligibility Requirements

In order to be eligible for an appointment under the Pathways Recent Graduate Program you must meet the following requirements:

• You must be a recent graduate who has completed, within the previous two years, an associates, bachelors, masters, professional, doctorate, vocational or technical degree or certificate from a qualifying educational institution such as an accredited technical or vocational school; a 2- or 4-year college or university; a graduate or professional school (e.g., law school, medical school); or a post-secondary home school curriculum; or a qualifying career or technical education program (e.g., Registered Apprenticeship Programs, Job Corps, Climate Corps, AmeriCorps, and Peace Corps). Note: Qualifying volunteer service must be from a federally administered program indicating completion of either: at least 52 weeks of volunteer service (through one or multiple periods of service), or at least 1,700 work hours when the volunteer service period is less than one year. Note: Certificate program is defined as post-secondary education in a qualifying educational institution equal to at least one academic year of full-time study that's part of an accredited college-level, technical, trade, vocational, or business school curriculum.
• OR has completed degree or program requirements within the previous two years. Degree requirements include an associates, bachelors, masters, professional, doctorate, vocational or technical degree or certificate from a qualifying educational institution such as an accredited technical or vocational school; a 2- or 4-year college or university; a graduate or professional school (e.g., law school, medical school); or a post-secondary home school curriculum; or qualifying career or technical education program. Note: Certificate program is defined as post-secondary education in a qualifying educational institution equal to at least one academic year of full-time study that's part of an accredited college-level, technical, trade, vocational, or business school curriculum.
• Veterans who were precluded from applying due to their military service obligation begin their 2-year eligibility period upon release or discharge from active duty; however, eligibility for these veterans cannot exceed 6 years from the date on which the degree, certificate or qualifying career or technical education program was obtained. The date of release or discharge from active duty should be later than the date the degree or certificate was obtained.

• Serves as advisor to the Assistant Chief Information Officer (ACIO) on all aspects of the Farm Production and Conservation (FPAC) systems and applications, databases, tools, and services.
• Provides centralized design, development, and maintenance support of the FPAC systems, applications and tools.
• Manages the implementation of business solutions as designed and planned with minimum impact to ongoing business operations.
• In partnership with the Department, ensures the continuity of IT services in the event of a major disruption to the business and ensures the stability and reliability of systems under extremely heavy workload requirements.
• Participates with the business customers and the Chief, Information Assurance Branch, in developing Service Level Agreements (SLAs) to establish service requirement and problem resolution expectations and timeframes

At the entry level of this position, you will:

• Conduct Working Capital Fund (WCF) IT Service Management and IT Business Studies, monitor the assigned Agency IT services and the WCF Data Processing activities, and evaluate service performance to provide recommendations to Service Management Branch (SMB) and WCFD leadership to meet divisional objectives.
• Provide advice, guidance, and recommendations to management and other specialists on routine project management issues; Assist in identifying and communicating project risks and develop mitigation plans.
• Support IT Technical Teams, Contracting Officer Representatives (COR), and WCF Accountants to ensure compliance with plans, policies, standards, infrastructures, and architectures that establish the framework for the management of all WCF IT services and customer support applications.
• Provide WCF customer support and services as in identifying conventional IT service delivery issues, conducting analyses, resolving service delivery problems, suggesting improvements, and making recommendations to management

When entering a Federal job at a grade level lower than the highest promotion potential level, you may be promoted to more complex duties and work more independently, as your career progresses.  NOTE:  Career ladder promotions are not automatic, and all eligibility and qualifications requirements must be met in order to progress to the next grade level.

You will spend less than 25% of your work time on contracts, grants/cooperative agreements, and/or interagency agreements.

One or more positions may be filled (in the organization advertised and/or in other organizations), if appropriate to the position.

You will:

• Coordinate and manage Working Capital Fund (WCF) service management, including providing customer support for the Agency IT services and the WCF Data Processing activity; oversee and conduct comprehensive customer and market analysis/studies to identify, propose, and support business solutions to complex management challenges with far-reaching scope and impact.
• Assists in planning and managing delivery and acceptance of complex IT projects and applies agile methodologies for project management, including the development and use of new tools for work planning methods and tracking.
• Develops, implements, and ensures compliance with plans, policies, standards, infrastructures, and architectures that establish the framework for the management of all WCF IT services and customer support applications.
• Develop outreach strategies and materials to communicate service information about various initiatives to customers, stakeholders, and partners with EPA. The incumbent identifies policy issues, designs analysis, suggests improvements, and makes recommendations to management on issues related to enhancing service delivery.
• Assists Contracting Officers and any duly appointed Contracting Officer Representatives (COR) with the evaluation and execution of IT service contracts to ensure best services are being delivered under the contract to include assisting to ensure contractors perform the technical and management requirements.

You will spend less than 25% of your work time on contracts, grants/cooperative agreements, and/or interagency agreements.

One or more positions may be filled (in the organization advertised and/or in other organizations), if appropriate to the position.

- Set up assigned station with the correct supplies and food items
- Serve food cafeteria style by placing uniform portions of food on customers'/patients'/residents' plates
- Break down and clean the station when assigned
- Set up dining room tables for service, place food and beverages on tables, and replenish items as necessary
- Return soiled trays and dishes to the dish room
- Deliver meal trays to the patients' bedsides and report the patients' comments and complaints to the supervisor or dietitian
- Prepare beverages according to the number of servings required
- Prepare fresh fruit/cold salads/dressings/sandwich fillings and cold sandwiches and simple cold desserts in specified quantities
- Sort, wash, peel and cut cold foods using knives or other equipment
- Provide assistance to cooks in the food preparation area, such as weigh, measure and assemble ingredients according to standardized recipes
- Prepare uncooked food items, such as sandwich spread and salad dressings
- Operate and break down and clean all equipment assigned to food service and related areas
- Portion food items into standard serving sizes using the proper utensils and specified dishware
- Prepare boxed/to go meals
- Select and place correct items on patient trays
- Read and interpret a regular or modified menu, individual diet cards, tray tickets or patient selections
- Identify obvious discrepancies between the prescribed diets and the food items designated by the menu
- Decide what food items to serve for the most common diets
- Perform heavy-duty cleaning tasks throughout the food service and related areas
- Separate food waste, trash/recyclables from dishes, glasses and silverware
- Unload food/tray delivery carts
- Store sanitized dishes, glasses and silverware
- Scrape, soak, scour, and scrub cookware and utensils
- Move garbage cans when collecting and transferring trash from the work area to the disposal area
- Other duties as assigned to meet the needs of the Medical Center

Work Schedule: Full-Time; 05:30 AM-2:00 PM

Position Description Title/PD#: Food Service Worker/PD99920S

Physical Requirements: Wage Grade 3 Food Service Workers perform work requiring light to moderate physical effort. They may be required to perform heavy work, such as scouring and scrubbing large size cooking utensils and pushing heavy carts and trucks in unloading, storing, and delivering supplies. They are subject to continuous standing and walking, and frequent stooping, reaching, pushing, pulling, and bending. May be required to work on ladders and use powered cleaning equipment. They frequently lift or move objects weighing up to 20 pounds unassisted and occasionally lift or move objects weighing more than 40 pounds with the assistance of others. The work is performed in kitchen areas where the steam and heat from cooking and dishwashing equipment often cause uncomfortably high temperatures and humidity. The work area is well-lighted but usually noisy from food service activities, and there is danger of slipping on floors where food or beverages have been dropped. Food service workers are regularly exposed to hot liquids, sharp cutting blades, hot working surfaces, and extreme temperature changes when entering walk-in refrigeration or freezing units.

The position has a sequence of steps that require attention to work operations, sanitation and safety; work assignments require advanced culinary knowledge and judgment. The work of this position is involved in the preparation of regular or special diet foods and meals. This includes cooking meats, poultry, fish, shellfish, and vegetables and making soups, gravies, sauces, desserts, and other foods. The work of
this position organizes and coordinates the work of lower grade cooks at one or more work centers in a production kitchen in order to accomplish a variety of quantity cooking operations.

Major duties include but not limited to:

• Set up tray lines, steam tables, dining room tables, and side service stands with hot and cold food items.
• Serve food cafeteria style by placing uniform portions of food on customers'/patients' plates.
• Break down and clean assigned area when the meal is finished and return food to the kitchen.
• Return soiled trays and dishes to the dish room after meals.
• Deliver meal trays to the patients' bedsides.

As a Director of Communication and Outreach, AD-0301-00 (Senior Manager), you will be responsible for:

• Driving the overall vision, strategy, and execution of FSA’s communication and outreach plan.
• As a recognized expert, providing leadership in the evaluation, assessment and improvement of programs and management systems by applying a wide range of qualitative and quantitative techniques.
• Providing program oversight and guidance that addresses modern communication practices and management approaches, drawing heavily upon best practices from the private sector and other Federal agencies.
• Planning, developing, directing, and managing the communication and outreach strategy and team to meet FSA strategic goals.
• Recommending the appropriate customer centric solutions to support the policies and directives issued by the Department of Education, Federal Student Aid (FSA), and the Intermediate of Chief Operations Office.

• Provides strategic leadership and operational direction to a professional team of direct-hire and contractor staff.
• Formulates and develops short-term and long-range strategic and financial plans and justifications for programs, budgets, staffing, and related projects for the Division.
• Plans, organizes, and manages the development and delivery of a broad range of problem resolution and technical support services.
• Synthesizes and analyzes available information; recognizes patterns or trends and draws reasoned conclusions from data.
• Manages a variety of customer services and experiences such as walk-in expert support at DT's multiple IT Marts, Bureau VIP customers, domestic equipment refresh upgrades and IT office equipment relocations, and onsite Tier 2 deskside support.