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Senior Customer Service Field Representative
Federal Aviation Administration · Posted 7 days ago
Hybrid Oklahoma City, OK $91K – $140K Apply by Jun 25, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ Customer Success
Apply for this job → About the Role
Incumbent serves as a Senior Customer Service Field Representative for the FAA Logistics Center.
What You'll Do
- →Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional.
- →Acts as the contributing specialist within an assigned Service Area; provides guidance and review of best practices to less experienced customer service representative professionals.
- →Applies experience and comprehensive knowledge to identify and resolve complex problems, and identifies trends, accomplishments, issues and practices.
- →Interacts with other organizations within the FAA, and externally to other government agencies as the FAA Logistics Center representative, providing consultation and guidance on FAA Logistics Center products and services.
- →Performs advisory service to the Manager, Quality Systems Group and other management officials as to cause, trends, and potential future developments affecting performance and relationships between the FAA Logistics Center and external organizations within assigned service areas.
- →Conducts special studies of major FAA Logistics Center activities and processes to identify and propose solutions to management.
- →Incumbent provides consulting services and participates in development and maintenance of process measurements that impact customer satisfaction and operational effectiveness of the FAA Logistics Center.
- →Independently controls and responds to customer concerns, regardless of complexity.
- →Incumbent initiates, researches, and processes problem reports and inquiries from customers and stakeholders, assuring follow-up through resolution.
- →Participates in ATO management groups, work groups, or other customer teams as the Logistics Center representative.
- →Provides direction and guidance for committees, teams, and working groups involved in development of customer service orders, directives, and customer service workflow processes.
- →Independently plans time.
- →Identifies, plans, and organizes available resources to accomplish projects/programs/activities.
- →Conducts analysis of National Airspace System (NAS) Operational Control Center reports, meeting minutes, trade publications, and customer service system reports to identify potential areas of concern.
Requirements
- ✓We are not accepting applications from noncitizens.
- ✓See Qualifications Required.
- ✓KSA INFORMATION: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements.
- ✓Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.
- ✓In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA.
- ✓Your work history examples should be specific and clearly reflect the highest level of ability.
- ✓Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided.
- ✓Your answers may be adjusted by a Human Resource Specialist as appropriate.
- ✓Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and Other Factors listed in the announcement.
- ✓Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.
Personality Fit
Job ID: cae3ad1c-5d26-4a5c-9e4a-e41cec1e6a67
Posted via USAJobs