Job Summary

This position is with the Small Business Administration, Office of the Executive Secretariat in Charlotte, North Carolina. Operate the SBA Answer Desk for questions from the public about how the agency can help small businesses and other general information. The incumbent provides higher-level assistance to inquirers and monitors and suggests refinements to Answer Desk workflows, indicators of success and levels of compliance.

Job Description

GS-09 Specialized Experience: One year of specialized experience, equivalent to the GS-07 grade level in the Federal service, obtained in either the private or public sector which demonstates the following: 1) Independently research an organization's policies and procedures to answer inbound and outbound inquiries in a high-paced call center environment to resolve complex issues; AND 2) Strong data entry skills with knowledge of call center databases and responds to technical inquiries; AND 3) Calmly deals with highly emotional persons.These qualifications must be clearly referenced in your resume. OR Education: Master's or equivalent degree from an accredited college or university or 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. You must submit transcripts (official or unofficial) to support this response. If selected, official transcripts will be required. OR Combination: Combination of education and experience. For example, an applicant who has 1 full year of Masters level education (i.e. 50% of education required) and 6 months of creditable specialized experience equivalent to the next lower grade level as described above (i.e. 50% of the required experience) would equate to 100% of the required experience for the position. You must submit transcripts (official or unofficial) to support this response. If selected, official transcripts will be required. AND Selective Factor: This position requires a special qualification that has been determined to be essential to perform the duties and will be used as a screen out element. Those who do not provide evidence they possess the following selective factor(s) will be rated not qualified. Must have the ability to fluently speak and write in Spanish. Applicants will be required to pass an interview designed to assess possession of this ability. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: Management and Program Analysis Series 0343 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. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/09/2024.