Summary 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. 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. Requirements Conditions of Employment Males born after 12/31/59 must be registered with Selective Service. US Citizenship. May serve a one year probationary period (if applicable) Suitable for employment as determined by a background investigation. If selected, a financial disclosure statement may be required. Current/former federal employees must provide SF-50 verifying grade/status Current FCC employees must provide SF-50 verifying grade & status. Please note your resume must thoroughly support your responses to the vacancy questions. Your resume is an integral part of the process for determining if you meet the basic qualifications of the position and determining if you are to be among the best qualified. ALL CURRENT/FORMER FEDERAL EMPLOYEES AND CURRENT FCC EMPLOYEES MUST provide a legible Personnel Action, SF-50, that verifies your status and highest permanently held grade. If an SF-50 is not submitted, the application will be rated as ineligible. CURRENT FCC EMPLOYEES-To request a copy of your SF-50 please send an email to PersonnelRecordsRequest@fcc.gov Qualifications 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. 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. You will be evaluated for this position on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs): Ability to write and develop a variety of materials both public facing and internal including materials on complaint analysis and trending issues, fact sheets, scripts, and other educational materials. Ability to analyze complaint data and information, determine its relevance, and timeliness and effectively determine trends and developments. Comprehensive knowledge of, and experience with, Federal, state, Tribal, and regulatory processes to effectively engage and communicate with consumers and providers on related complaint issues. Expert skill in oral communication 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. Education Additional Information EEO Policy Statement Reasonable Accommodation Policy Statement Veterans Information Legal and Regulatory Guidance Other: - Before hiring, an agency will ask you to complete a Declaration for Federal Employment to determine your suitability for Federal employment and to authorize a background investigation. The agency will also ask you to sign and certify the accuracy of all the information in your application. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or you may be fined or jailed. If you are a male over age 18 who was born after December 31, 1959, you must have registered with the Selective Service System (or have an exemption) to be eligible for a Federal job. - If applicable, you will be required to serve a trial period of one year. - In order for you to be employed at the FCC, there are certain Commission and Federal laws governing the financial interests of you and members of your immediate family. If selected for the position, you must submit a financial disclosure statement upon assuming the position. *NOTE-This position is in the bargaining unit. The exclusive representative is NTEU Chapter 209.