Customer Service Representative

Hiring Path:

- Open to the public

Who May Apply/Clarification From the Agency:
For USEFM - FP is 07. Actual FP salary determined by Washington D.C.
Employees of Mission and USEFMs EFMs or MOHs
Post policy update: Inbound USEFM applicants DO NOT have to wait until they are within 90 days of arriving at post to apply.

Security Clearance Required:
Public Trust - Background Investigation

Appointment Type

Permanent

Appointment Type Details:
Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary:
The work schedule for this position is Full Time (38 hours per week)

Supervisory Position:
Yes

Relocation Expenses Reimbursed:
No

**Duties**:
The Team Leader position supervises four Advocates assigned to the Brussels JAS Customer Service Center (CSC), the one-stop shop for support from all ICASS service providers to the employees and EFMs in the Brussels Tri-Mission, which includes the Bilateral Embassy to the Kingdom of Belgium, the U.S. Mission to the European Union (USEU), and the U.S. Mission to NATO (USNATO). The CSC supports direct hire staff, Locally Employed Staff (LE Staff), along with EFMs. The incumbent works directly with Management sub-sections to ensure customers at the Tri-Mission receive services according to the ICASS Uniform Service Standards and Tri-Mission policies. Incumbent facilitates check-in/check-out, responds to inquiries, provides information and educates customers, assigns work tasks, and monitors performance in service delivery, reporting results to management. Incumbent reports to and is reviewed by the Information Management Officer (IMO).

**Qualifications and Evaluations**:

- Requirements:
EXPERIENCE: At least three years of experience in a multi-agency/departmental customer service work environment, with emphasis in written and oral communication, including six months of supervisory and/or team leadership experience.

JOB KNOWLEDGE: A good working knowledge of telephone procedures and telephones in general. Basic understanding of different computing platforms: PCs, mobile devices. Basic computer and typing skills. Proficiency in Outlook, Word, Excel and PowerPoint are required.
- Education Requirements:
Completion of two years of post-secondary education in the fields of Information Technology, Technical Sciences, Diplomatic/Political Sciences, Information, Administrative Management, or related.
- Evaluations:
LANGUAGE: Fluency in English. Fluency in Dutch **or** French.

SKILLS AND ABILITIES: Good interpersonal skills, ability to interact with callers using tact, courtesy, discretion, and sound judgment. Must be able to respond quickly in a crisis environment or in case of emergency. Ability to work independently and diagnose certain technical malfunctions. Interpersonal, presentation, and organization skills necessary. Must be able to adapt to changing circumstances and be able to juggle many different tasks in a variety of specialized areas.

**EQUAL EMPLOYMENT OPPORTUNITY (EEO)**: The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
- Qualifications:
All applicants under consideration will be required to pass medical and security certifications.

**Benefits and Other Info**:

- Benefits:

- Agency Benefits:
Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Brussels may receive a compensation package that may include health, separation, and other benefits.

For EFMs, benefits should be discussed with the Human Resources Office.

The pay plan is assigned at the time of the conditional offer letter by the HR Office.
- Other Information:
For the current COVID-19 Requirements please visit the following link.

HIRING PREFERENCE ORDER:

- AEFM / USEFM who is a preference-eligible U.S. Veteran*
- AEFM / USEFM
- FS on LWOP and CS with reemployment rights**
- IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.

**This level of preference applies to all Foreign Service