Customer Support Service Specialist

ATTACHMENT 1: Solicitation 1. SOLICITATION NUMBER: SOL-669-15-00000 2. ISSUANCE DATE: March 5, 2015 3. CLOSING DATE/TIME: March 19, 2015/ 4PM Local time 4. POSITION TITLE: Customer Support Specialist, USAID/Liberia 5. MARKET VALUE OF POSITION (Base Pay): GS-8. ($38,387.00 - $49,907.00). Salary is not negotiable beyond this range. Salary to be paid within this grade will depend on experience, qualifications, and salary history. The standard compensation package also includes a contribution for life and health insurance and a contribution to FICA. 6. PERIOD OF PERFORMANCE: One year, to start on or about May 2015 with the possibility of extensions. Extensions will depend on the need for continuation of such services, availability of funds, and satisfactory performance. 7. AREA OF CONSIDERATION: U. S. Citizen resident in Liberia or Eligible Family Member (EFM) only. Current employees serving a probationary period are not eligible to apply. 8. PLACE OF PERFORMANCE: Based in Monrovia, Liberia 9. JOB DESCRIPTION: 1. Overview: Since the end of Liberia's civil war in the fall of 2003, USAID's programs have been instrumental in aiding the transition from relief and reconstruction. USAID/Liberia has shifted its emphasis to sustainable development, with programs that concentrate on establishing a stable democracy, changing the culture of impunity, systematic corruption and poor governance, closing severe gaps in access to quality education and health care, expanding economic opportunity through agricultural enterprise and natural resources management, and helping to rebuild essential infrastructure and sources of renewable energy. USAID is the largest bilateral donor in the country and maintains close relationships with a range of Government of Liberia counterparts. The Mission's development program focuses resources in four technical areas - Economic Growth, Health, Education and Democracy & Governance, which are supported by four support offices - Program, Acquisition & Assistance, Financial Management and Executive. The Travel and Personnel Customer Service Support Specialist is located in the Mission's Executive Office. 2. Functions of the Position: The Travel and Personnel Customer Support Specialist's role is to provide mentoring to local employees and administrative support within the Mission's Executive Office on international travel issues, as well as specific support to arriving/departing international personnel. It is expected that the Specialist will develop and propose systemic resolution of travel customer service issues by mentoring personnel, developing collaborative relationships with key stakeholders, and trouble-shooting customer service issues in travel. S/he will also provide specific support for arriving/departing international personnel. Under the supervision of the Supervisory Executive Officer, the Specialist shall fulfill the following duties: A. In collaboration with the Mission's Administrative Assistants, the incumbent will ensure the accurate and timely submission of travel authorizations and vouchers in the E2 travel management system. The incumbent will be expected to learn and perform the E2 Travel Arranger role in E2 when necessary, although this will not be a routine function of the position. S/he will work with the appropriate Mission personnel to ensure the accurate preparation of travel authorizations, travel itineraries, correspondences, cables, and e-Country Clearances. S/he will ensure that third-country visas are obtained in a timely fashion. The incumbent will also ensure that all travel is arranged in accordance with both Agency and Mission rules and regulation. He /she ensures that tracking systems are in place to measure travel services performance, analyzes the results and makes recommendations for improvements to systems based on these performance metrics. S/he reports travel matters and concerns to Mission Management, and makes recommendations for improving the Mission's travel systems and processes in order to improve customer satisfaction. B. The incumbent will work with the appropriate Mission staff to make reservations for temporary lodging accommodations for TDYers and VIP visitors. S/he will make, change, and reconfirm airline reservations and hotel reservations for TDYers, and will arrange for motor pool transportation and hotel transportation, as necessary. The incumbent may also organize other type of activities especially for VIPs such as sight-seeing tours, shopping trips etc. C. The incumbent will advise the Mission's international personnel of their entitlements in a wide variety of travel situations, including home leave and return to post, home leave and transfer, R&R, medical evacuation, invitational travel and emergency travel, in conjunction with appropriate Executive Office staff. S/he will maintain travel workload counts for the agency. D. The incumbent will maintains contacts with working level personnel at the offices of airlines and hotels to facilitate obtaining reservations, especially on short notice. E. S/he will research, analyze, and provide suggestions to chronic issues encountered in the administration of the Mission's travel services, and recommends system based solutions. S/he will trouble shoot specific customer service issues as needed. F. The incumbent will work with relevant Executive Office personnel to ensure that visas and/or visa extensions are obtained obtain for USAID/Liberia personnel. S/he will keep abreast of and advises of any changes in visa regulations, and will communicate those changes to Mission personnel. G. Coordinating with the relevant Executive Office staff, the incumbent will ensure support for check-in and check-out procedures for arriving/departing international employees of USAID/Liberia. H. In conjunction with relevant Executive Office staff, the incumbent will maintain up to date information on arriving and departing international employees. I. Provides other administrative support service duties as requested by the Supervisory Executive Officer. J. Maintain personnel files for Direct Hires, Contractors and Local Employees. K. Assist with recruiting process by: preparing vacancy announcements, placing ads in local newspapers, compiling applications, conducting initial screening process and setting up interviews. L. Meet with TEC members and coordinate combined testing and interviews. M. Calculate local employees step increases and/or extensions/modifications. N. Responsible for maintaining phone and radio records of equipment distributed to employees and proper return by departing employees. O. Expedite services. P. Listen to complains and solve problems when possible. 3. Minimum Qualifications a. Education: ? Secondary school diploma and completion of one to two years or more of post-secondary school education/vocational training related to administrative support services. A premium will be placed on professional training or certification in the administration of international travel services. b. Work and personal experience: ? At least five years of professional experience working in administrative support services for one or more international organizations is essential. A premium will be placed on professional experience working in international travel services for an organization of 50 or more employees outside of the US. A premium will also be placed on professional experience supporting the arrival and or departure requirements of ex-patriot staff of an organization operating outside of the United States. ? Five or more years of personal experience as an international traveler utilizing multiple airlines and transiting airports overseas and in the USA. (Personal experience as a customer of airline services for at least six international trips is highly preferred.) c. Customer Service and Administrative Support Services Skills ? Demonstrated customer service skills including previous experience routinely coordinating the international travel requirements for multiple travelers. A premium will be placed on demonstrated experience resolving chronic customer service issues in the arrangement of international travel services. ? Demonstrated administrative support service skills including the use of a personal computer and MS Office software (Word, Excel and Power Point). A premium will be placed on past experience with travel management computer applications and tracking systems for complex administrative operations. d. Communication: ? The strong ability to work as a member of a team and to foster teamwork and collaboration is required as is the ability to develop and maintain productive working relationships at all levels within the Embassy community, as well as outside stakeholders such as travel agents, airline representatives, and airport personnel. ? Excellent English language communications skills: demonstrated professional competency, both written and oral. 4. Selection Criteria Applicants meeting the required qualifications for the position will be evaluated based on information presented in the application and obtained through reference checks. Following is the evaluation criteria for this position: a. Education Background (10 points) b. Work and Personal Experience (35 points) c. Customer Service, Mentoring, and Interpersonal Skills (35) d. Communications (20 points) INSTRUCTIONS TO APPLICANTS: All Applicants must address how they meet the Minimum Qualifications, as described below: a. Submit a fully completed and hand-signed copy of an Optional Application for Federal Employment Form (OF-612), cover letter and a current resume/curriculum vita (CV) containing the following information which clearly demonstrates your education, experience, knowledge, skills and abilities as they relate to the evaluation criteria. Forms are available at the USAID website, http://www.usaid.gov/forms/ or internet http://www.gsa.gov/Portal/gsa/ep/formslibrary.do?formType=ALL or at Federal offices). b. Contractor Employee Biographical Data Sheet (AID 1420-17) All applications packages are to be submitted to: Sylvester Browne Supervisory Executive Specialist USAID/Liberia Email: sbrowne@usaid.gov and lhasson@usaid.gov Please cite the solicitation number and position title within the subject line of your email application. Any attachments provided via email shall be Microsoft Word or PDF and should not be zipped. NOTE: attachments to an e-mail must not exceed 3 MB.