Customer Support & Communication Program Specialist

• Communicate professionally and effectively with consumers and others regarding meat poultry and egg product storage handling safety labeling and other areas related 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.
• Provide information and resources to customers using sound judgment to tailor responses to each customers unique needs state of mind and categories of questions.
• Utilize pre-approved Knowledge Articles (KAs) in knowledge management database (e.g. Salesforce) to ensure responses are timely accurate consistent and understandable to the public.
• Adapt to changes in tools and methods actively participate in training and help capture and report hotline metrics.
• Assess and streamline efficiency and effectiveness of Hotline operations appraise methods and techniques against metrics and identify areas of improvement.
• Resolve calls track consumer trends and ensure the team is trained and prepared for evolving inquiries.
• Recommend methods for promoting the Hotline to targeted audiences assist in developing outreach to media outlets and platforms and serve as liaison with food science professionals.
• Take on additional tasks as assigned to support the overall mission and effectiveness of the Food Safety Education Staff and Hotline.

• 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.

To qualify for the GS-9: Applicants must have one year of specialized experience at or equivalent to the GS-7 grade level in the Federal service that demonstrates:

• Knowledge of commonly accepted customer service and support principles.
• Basic understanding of and the ability to explain regulatory scientific technical and other food safety and nutrition information in writing and orally.
• Researching on the topics of food safety storage nutrition handling preservation packing and/or labeling of food (meat poultry and egg products).
• Basic knowledge of software applications and systems to access and provide information from pre-approved written and approved knowledge articles.

• Experience using technical software applications and knowledge-management systems.
• Serving as a liaison with scientific regulatory and food-industry professionals.
• Ability to exercise independent judgment in resolving complex or sensitive consumer inquiries.
• Communicating complex regulatory scientific and technical information.
• Providing advanced authoritative consumer guidance to the general public.