Total 19 Manager level Customer Service job vacancies in Fresno, California

• Develops, coordinates and leverages internal and external relationships between the client and GSA to achieve agencies’ business objectives. Responsible for developing and maintaining a strategic organizational relationship with the client at the regional level and acting as an internal regional expert on the client’s mission, strategic direction, key personnel and workplace needs.
• Gathers, analyzes, and shares client and GSA business intelligence. Conducts research (with the Account/Customer Analyst, if applicable) to understand the client’s mission and business drivers and assess factors which may impact its regional workplace needs. Remains informed and current regarding the products, services, and expertise offered by PBS, the Federal Acquisition Service, the Office of Citizen Services and Innovative Technologies and the Office of Governmentwide Policy, in order to identify opportunities where GSA expertise can support client business needs.
• Leads and/or actively participates in the account management process including: segmenting assigned accounts; developing account plan goals, strategies and activities; identifying and managing opportunities; and implementing, measuring and monitoring account strategies and business opportunities.
• Responds to customer inquiries and assists in the resolution of transactional and/or systemic customer issues/problems (service delivery, project delivery GSA business practices, etc). Maintains control/ credibility/ visibility/leadership on issues.
• Proactively builds positive relationships across the Region business lines, with National Office, and in the client agency to develop a network to support customer service issue resolution, leveraging these relationships to participate in resolving difficult and/or longstanding issues as well as generate and execute account planning activities. Coordinates communications in collaboration with national and regional business lines/subject  matter experts to ensure alignment of internal/external stakeholder expectations.

WHAT IS THE TAXPAYER ADVOCATE SERVICEDIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Advocate Service (TAS), Executive Director Case Advocacy, Intake & Technical Support (EDCA ITS), CCI

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position

As a Department Manager you will:

• Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates.
• Direct, coordinate and oversee work plans through subordinate managers and supervisors. Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate program implementation and effectiveness.
• Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems.
• Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank.
• Develop performance standards and evaluate work performance of subordinate supervisors and managers; Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors.
• Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level.
• Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions).
• Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background.
• Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices.

WHAT IS TS - TAXPAYER SERVICES THE DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas: Taxpayer Services, Customer Account Services.

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

As a Senior Manager you will:

• Exercise delegated managerial authority to oversee the overall planning, directing and timely execution of a program, several program segments (each of which is managed through separate subordinate organizational units), or comparable staff functions, including development, assignment, and higher level clearance of goals and objectives for supervisors or managers of subordinate organizational unit or lower organizational levels.
• Approve multi year and longer range work plans developed by the supervisors or managers of subordinate organizational units and subsequently manage the overall work to enhance achievement of the goals and objectives.
• Oversee the revision of long range plans, goals and objectives for the work directed.
• Manage the development of policy changes in response to changes in levels of appropriations or other legislated changes.
• Manage organizational changes throughout the organization directed or major change to the structure and content of the program or program segments directed.
• Exercise discretionary authority to approve the allocation and distribution of funds in the organizations budget.

Responsible and accountable for all elements of the nursing process when providing and/or supervising direct patient care. Assesses, plans, implements and evaluates care based on age-specific components. Assumes responsibility for the coordination of care focused on patient transition through the continuum of care, patient and family education, patient self-management after discharge, and supporting factors that impact customer satisfaction. Considers all characteristics of the individual, including age and life stages, state of health, race and culture, values, and previous experiences. Administers medications and procedures per established policies and guidelines. Influences care outcomes by collaborating with members of the interdisciplinary team. Core elements of performance include knowledge and active participation in unit/program level quality improvement processes and initiatives as well as customer service programs.

Duties include but not limited to:

• Organize and participate in an urban human immunodeficiency virus (HIV) clinic.
• Assist clinical staff to organize patient care visits.
• Provide orientation visit for new patients to clinic.
• Track patients who are high-risk for noncompliance with medical follow up due to medical and psychosocial reasons such as substance abuse and homelessness, older age and geriatric comorbidities.
• Coordinate with infectious disease physicians, medical trainees, social workers, nurse practitioners, clinical nurses, pharmacists, clinical psychologists, dieticians, psychiatrist and community case management organizations who provide multidisciplinary care to HIV infected patients.
• Responsible with coordination of patient for general infectious disease and travel consults.
• Review antibiotic consults for Medical Center.
• Conduct chart reviews and telephone calls to patients for pre-visit preparation or post visit follow up.
• Coordinate HIV registry if applicable, collaborate with public health department, order test under RN policy, oversight of clinic flow and administrative and clinic assignments to ensure smooth clinic operation and maintain compliance with standards.

VA offers a comprehensive total rewards package: VA Nurse Total Rewards

Pay: Competitive salary, regular salary increases, potential for performance awards
Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Licensure: 1 full and unrestricted license from any US State or territory
Work Schedule: 8:00am to 4:30pm, Monday through Friday
Telework: Available, Ad-hoc
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

The Assistant Nurse Manager executes position responsibilities that demonstrate leadership, experience, and creative approaches to management of complex client care. In addition, applies skills necessary to identify, coordinate, and/or identify discipline-specific education, as well as training in leadership, professional staff development and emerging needs, to all levels of staff. This Registered Nurse (RN) is a nurse supervisor and provides oversight for the administration of leave, counseling and disciplinary actions in collaboration with the Nurse Manager. Acts as the Nurse Manager during times of Nurse Manager absences.

Major duties and responsibilities include, but are not limited to:

• Supervising and evaluating nursing staff, providing leadership, mentorship, and fostering professional development.
• Ensuring high-quality patient care by implementing evidence-based practices and collaborating with interdisciplinary teams.
• Overseeing staff orientation, training, and competency assessments.
• Managing administrative functions such as scheduling, leave approval, and performance evaluations.
• Assisting in the development and execution of process improvement initiatives to enhance patient outcomes and resource utilization.
• Acting as the Nurse Manager in their absence, ensuring continuity of leadership and operations.
• Ensuring compliance with regulatory standards, VA policies, and accreditation requirements.
• Promoting a culture of accountability, inclusivity, and staff empowerment aligned with Magnet principles.

• Serves as the financial assistance program specialist for the Environmental Quality Incentive Program (EQIP); Wildlife Habitat Incentives Program (WHIP); Conservation Security Program (CSP); Agricultural Water Enhancement Program (AWEP).
• Provides independent leadership to assist the Assistant State Conservationist for Programs.
• Provides leadership in statewide quality assurance activities related to NRCS programs with emphasis to financial assistance and the Conservation Innovation Grants (CIG)programs.
• Provides expert operation and maintenance of the NRCS ProTracts system for tracking assigned program applications, eligibility, obligations, and fund integrity.
• Provides direct assistance, training and policy/program interpretation to Zone and Field Office NRCS and partner agency staff.
• Maintains and updates NRCS agency manuals, handbooks, amendments, bulletins and other supporting policy related to the EQIP, WHIP, CSP, AWEP, and CIG programs.
• Work with and assist state, zone, field, Technical Service Providers (TSPs), and partner staffs with all aspects of the above cost share programs.

WHAT IS THE TS-TAXPAYER SERVICESDIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas: Taxpayer Services, CAS (Customer Account Services), Submission Processing Headquarters, eFile Services in
Electronic Support Services Branch.


The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

As a Senior Manager you will:

• Works with W&I executives, Area Directors, and counterparts in other IRS Divisions in formulating new or revised policies for W&I. Develops overall objectives, strategies, actions and critical success factors for Policy.
• Ensures that area plans and accomplishments are consistent with W&I goals, schedules, and policies.
• Conducts briefings and prepares comprehensive reports to keep top-level managers and leaders apprised of program plans and progress and to communicate findings and recommendations.
• Prepares agency directives, IRM issuances, memoranda, W&I policy statements, and other written guidelines and recommendations.
• Makes recommendations for actions when adjustments or a different course of action is necessary.

As a Wildlife Refuge Manager your duties will include but are not limited to the following:

• Plans, manage, evaluate and carries out the biological program at the assigned refuge. Oversees, reviews, and approves conservation projects; prepares proposals for development projects (to include timeframes and costs) and submits proposals for review/approval during annual budget cycle.
• Remains abreast of current and everchanging natural resources laws, rules and regulations that affect the National Wildlife Refuge System.
• Develops long-range plans, annual work plans, budgets and work schedules. Implements short, medium, and long-range operation plans based on existing or approved plans, and coordinates work schedules for equipment and resources with other Refuges/WMDs within the Complex.
• Supervises a small team of professional, technical, analytical, administrative support staff, and blue collar workers (permanent and seasonal staff), setting a team attitude of adhering to high professional standards and completion of accurate, high quality work. Overall direct supervisory responsibilities include, but are not limited to, planning work to be accomplished by subordinates, setting and adjusting short-term priorities, and preparing schedules for completion of work; assigning work to subordinates; evaluating work performance of subordinates; providing advisory, counsel, or instruction to employees on a variety of matters; interviews candidates for positions in the unit.

The NM functions as a role model, educator, practitioner, and supervisor providing leadership to the team. They influence care outcomes by collaborating with members of the interdisciplinary team to remove barriers and implement new evidence-based cutting-edge programs/processes.

Major duties include, but are not limited to:

• Engages in professional organizations to enhance leadership and career growth.
• Adhere to ethical principles in decision-making, fostering accountability at personal, organizational, and staff levels.
• Equip staff with tools for culturally competent care and promotes a culture of accountability for high-quality, cost-effective outcomes.
• Cultivate alliances across the care continuum, building trust through active listening, engagement, and emotional intelligence.
• Ensures compliance with accreditation and regulatory standards.
• Aligns nursing/clinical objectives with organizational strategic outcomes, participating in strategy planning and execution.
• Promote an inclusive workplace valuing diversity to achieve the organizations vision and mission.
• Maintains knowledge and ensures compliance with all regulatory and accreditation standards, Directives, policies, and standard operating procedures (SOP).
• Supports colleagues and other nurses through knowledge sharing to provide safe, quality nursing care. Fosters a safe and supportive environment conducive to the professional development of healthcare professionals. Contributes professional nursing perspective in discussions with the interdisciplinary team.
• Partners with others to effect change and produce optimal outcomes. Evaluates outcomes of evidence-based decisions and practice changes for individuals, groups, and populations. Responsible for the documented outcomes at the program or service level. Program or service level outcomes must be broad and complex and can be demonstrated at any organizational level within a facility.

WHAT IS THE LBI - LARGE BUSINESS AND INTERNATIONAL DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Large Business and International Director Treaty and Trans Pric Ops Advance Pricing and Mutual Agreement

As a Front Line Manager you will:

• Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.
• Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
• Give advice, counsel or instruction to employees on work and administrative matters.
• Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.
• Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
• Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
• Identify developmental and training needs of employees, providing or arranging for needed development and training.
• Initiate ways to improve production, work processes and/or to increase the quality of the work directed.

1. Supervises the day-to-day operations of a team of mediators. Manages the recruitment of diverse qualified applicants and selection in accordance with FMCS and federal hiring protocols as well as incumbent training, professional development, performance planning, and appraisals. Administers time and attendance reporting, including leave approval and associated coverage of cases.

2. Actively models and promotes a respectful and collaborative professional work environment with a focus on effective communication and team-building. Fosters a climate of mutual respect, high morale, and integrity. Identifies and builds effective mediator teams for a wide variety of cases, projects, and assignments, including significant, large, complex, or high-profile disputes.

3. Directly provides and/or arranges for mediator professional development to ensure they have the skills and resources necessary to deliver the highest quality public service. Broadly oversees the day-to-day service provision of mediators to ensure quality, integrity, and responsiveness in client engagements. Uses observation, client feedback, and regular outreach to ensure a high degree of satisfaction with all FMCS activities, products, and lines of service.

4. Models effective coordination and teaming across the entirety of Field Operations including each of its sub-offices and administrative personnel to improve agency operations and service provision. Communicates effectively with FMCS employees and routinely encourages teaming at all levels to staff and support client-facing work assignments.

5. Competently assesses the skill, professional judgement, decision-making, and adherence to values of mediators under their supervision to identify, develop, and provide constructive feedback, including coaching, on all aspects of their performance. Provides resources, counseling and advice, professional development, and general support to mediators for all critical elements of their position, including high-quality service delivery across all FMCS activities.

6. Monitors and regularly balances the workload of mediators to ensure quality service delivery. Incorporates client expectations and needs, mediator expertise, experience, and developmental needs to assist with case assignments and other staffing decisions.

7. Reviews requests for FMCS services from mediators, clients, and the Office of Client Services to make effective and efficient case assignments. Monitors an administrative system for tracking cases and reporting activities. Adjusts assignments to provide equitable workload distribution to mediators. Regularly reviews work in progress and reports significant developments to the Associate DDFO Regional, as well as the DDFO.

8. Offers feedback to other managers or the Field Administration Manager, for performance appraisals. Works closely with the Field Administration Manager and Administrative Specialist to ensure that all operations are carried out consistently.

9. Evaluates mediator performance, issues performance awards, and pursues improvement or disciplinary action, as appropriate. Works with mediators to establish goals, conduct performance reviews, assess training needs, and develop individual development plans for continuing education, skills and training improvement, and remedial support. Takes appropriate and timely action to correct conduct and/or performance issues.

10. Makes recommendations to the Associate DDFO Regional regarding changes or adjustments to policies with the goal of improving operations and/or service provision.

11. Collaborates with the Associate DDFO Regional to develop and execute a responsible and efficient budget. Maintains responsibility for ensuring that decisions, practices, and operating procedures do not raise concerns regarding fraud, waste, or abuse of government resources. Implements sound financial and resources management and controls.

12. Regularly reports to the Associate DDFO Regional regarding plans and goals, current activities, challenges, and results achieved. Overviews any anticipated operational, performance, or other issues and provides suggestions for addressing such issues.

13. Identifies emerging trends in local and regional labor-management relations and workplaces, ongoing negotiations, government, and/or public policy, and briefs FMCS senior leadership with recommendations. Remains apprised of upcoming cases and potentially significant negotiations with at least one full year of lead time. Provides direct FMCS service, including the mediation of complex, significant, or high-profile labor-management disputes, as necessary. Works to meet the needs of clients in the assigned administrative region, and beyond, when directed.

14. Serves as the local management representative of FMCS to employees, clients, and the regional labor-management community. Represents the DDFO and/or Director at conferences, meetings, or ceremonial occasions in the absence of their participation.

This position is located at the Fort Yuma Service Unit, Winterhaven, California. The primary purpose of the position is to develop, implement and maintain a Compliance and Integrity program to prevent and detect violations and other misconduct, and to promote ethical conduct and a commitment to compliance with the law. The position provides support to health care management officials and/or coordinating health care operations. The incumbent reports to Deputy Quality Management Director.

• Coordinates and monitors activities of the Fort Yuma Service Unit's global healthcare compliance and integrity program. Provides guidance on incorporating compliance-related activities into the operations of the Service Unit.
• Assists with reviewing, updating, and formulating Service Unit policies and procedures regarding compliance-relate activities to ensure consistency among the various divisions. Is responsible for promoting extensive working relationships within and across the service unit lines and for planning, coordinating and implementing compliance functions.
• Assists with plans related to Quality Assurance (QA) and Risk Management (RM) programs. Performance of duties involves establishing criteria, assessing program effectiveness, investigating or analyzing a variety of conditions, problems, or questions, which affect a wide range of activities and stimulating responsive action toward the achievement of quality care.
• Conducts investigations of alleged violations of Healthcare law, standards of conduct, or any other system policies and procedures. Assists department supervisors to investigate problems, determine action, and prepare analysis and performance improvement plans.
• Collaborates with the compliance committee (or equivalent) to effectively incorporate the compliance program in the service unit committee organizational reporting structure. This requirement will also consist of appropriate information and reporting system so that the Service Unit Executive Committee may exercise timely and informed judgments concerning the Service Unit's compliance with the law.

Major Duties:

• Clinical liaison and resource for Purchase referred care for clarifying provider referrals/orders; assisting with one care coordination of ordering complex durable medical equipment and care managing unsourced patient/ referrals.
• Facilities communications with clinical staff ,and partners with the clinical care teams to ensure referrals are appropriately and timely; Team leader for Outpatient Case management and Purchase referral data base, ensures tracking process of referrals are appropriate and meet patient centered medical home guidelines.
• Co- manages patient care needs with outside agency case managers and/or social workers of hospitalized patients who use Purchase referred care as their primary care network.
• Manages and triages case management consult requests for al ambulatory clinics. Attends Purchase referred care team meetings and medical home strategic planning groups to provide updates regarding process improvements.

Major Duties:

• Clinical liaison and resource for Purchase referred care for clarifying provider referrals/orders; assisting with one care coordination of ordering complex durable medical equipment and care managing unsourced patient/ referrals.
• Facilities communications with clinical staff ,and partners with the clinical care teams to ensure referrals are appropriately and timely; Team leader for Outpatient Case management and Purchase referral data base, ensures tracking process of referrals are appropriate and meet patient centered medical home guidelines.
• Co- manages patient care needs with outside agency case managers and/or social workers of hospitalized patients who use Purchase referred care as their primary care network.
• Manages and triages case management consult requests for al ambulatory clinics. Attends Purchase referred care team meetings and medical home strategic planning groups to provide updates regarding process improvements.

WHAT IS THE HQ-HEADQUARTERSDIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Direct File, Customer Support Remote Operation 1A

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

As a Department Manager you will:

• Define business goals, develop work plans and set short and long term priorities to be accomplished by subordinates.
• Direct, coordinate and oversee work plans through subordinate managers and supervisors. Assign work based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate program implementation and effectiveness.
• Provide guidance, advice, counsel or instruction to subordinates in resolving administrative and on technical problems.
• Manage relationships with functional executives of IRS operating divisions within the area serviced, officials of other agencies, and in advising management officials of higher rank.
• Develop performance standards and evaluate work performance of subordinate supervisors and managers; Serve as the reviewing official on evaluations and performance recognition or disciplinary actions of non-supervisory employees rated by subordinate supervisors.
• Manage and resolve group grievances, employee complaints and/or other issues elevated to the second level.
• Make decisions and/or approve expenses on routine and/or non-routine, costly or controversial requests and/or personnel related actions (e.g., selection, training, promotions).
• Serve as a coach and/or mentor to subordinate managers and/or employees on an ongoing basis, tailoring the emphasis based on the particular needs and background.
• Initiate ways to improve efficiency of the department and increase the quality of the work directed; Find and implement ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building or improve business practices.