Customer Services Assistant

• Respond to inquiries via phone email webforms and live chat addressing questions related to meat poultry and egg product storage handling safety labeling and other areas tied to the FSIS mission.
• Deliver consumer information advisory services and resources to a diverse audience with varying needs and characteristics focusing on wholesomeness food safety storage nutrition and labeling.
• Utilize pre-approved Knowledge Articles (KAs) in the knowledge management database (SalesForce) to ensure responses are accurate consistent and understandable to the public.
• Assess each customers unique needs and adjust responses accordingly using discretion to select the most appropriate information and approach.
• Address common and uncommon issues concerns complaints and general questions related to meat poultry and egg products ensuring resolution through the Hotline.
• Apply and adhere to agency EEO and civil rights policies goals and objectives in all duties promoting equal opportunity in communications and avoiding discriminatory displays or behavior.
• Communicate with co-workers program officials managers the general public private and public agencies and specialized groups (e.g. media) exchanging information and fostering public awareness.

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Successful completion of one-year probationary period unless previously served. Refer to the Next Steps section for more information.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify including your rights and responsibilities visit statements or responses on a resume or application can jeopardize employment and may be grounds for disciplinary action including removal from Federal service.
• If you are selected you may need to complete a Declaration for Federal Employment (OF-306) prior to being appointed to determine suitability for Federal employment and to authorize a background investigation.

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education as defined below.

FOR THE GS-05 LEVEL: Applicants must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-4 grade level in the Federal service. Specialized experience includes:

• Responding to basic inquiries from the public via phone email or similar channels.
• Using pre-approved scripts or knowledge articles to deliver accurate consistent responses.
• Demonstrating clear communication and customer-focused service.
• Following established procedures to escalate unusual questions or complaints.

• Handling routine and moderately complex inquiries from the public via phone email or similar channels.
• Tailoring responses to customer needs rather than relying solely on standard scripts.
• Identifying patterns in consumer questions and communicating them to senior staff.
• Resolving common and some uncommon complaints through established methods.
• Communicating with diverse internal and external groups to share information.

• Independently managing complex sensitive or unusual consumer inquiries.
• Adjusting communication strategies to meet needs of specialized audiences.
• Monitoring trends in consumer issues and helping prepare the team for emerging topics
• Serving as a resource to peers for difficult calls complaint resolution or technical questions.