Military Ticket Program Customer Service Supervisor

About the role

This position is assigned to the Non-appropriated Fund (NAF) Military Ticket Program; Morale, Welfare, and Recreation Community Recreation. The primary purpose of this position is to supervise the MWR Tickets Call Team.

The incumbent provides direct oversight of the MWR Tickets Call Team, ensures comprehensive customer support for eligible patrons navigating the website and purchasing tickets, and coordinates technical and administrative operations to maintain a seamless eCommerce experience.

What you will do

• In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position.
• Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.
• Supervisory Duties include but are not limited to: Directs work to be accomplished by a workforce of NAF employees: up to four MTP Customer Service Agents (NF-3/GS-5) and acts as Rating Official (RO).
• Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities; Conducts annual performance reviews of staff; Participates in section staffing decisions; Ensures staff receives proper training to fulfill requirements of their positions; Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary; and Fosters a work environment free of discrimination, harassment, and/or reprisal and ensures equitable treatment of all staff.
• Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable.
• Non- Supervisory Duties include but are not limited to: Provides worldwide support to all callers related to the Military Ticket Program.
• Performs dedicated, scheduled shifts as a frontline Call Center Customer Service Agent to directly support surge demands and meet operational mission requirements.
• Serves as the primary escalation point for the MWR Tickets Call Team.
• Responds to inquiries and assists customers, ticket office staff, and purchasers via phone and email.
• Analyzes and resolves complex problems related to MTP applications (such as Ticket Management System (TMS) and MWRTickets.com) and transactions.
• Provides recommendations to supervisor regarding process improvements, based on trend analysis.
• Ensures team compliance with all processes, procedures, and customer service expectations.
• Evaluates call center team for efficiency, accuracy and customer service response.
• Makes adjustments or recommendations to improve services, based on evaluation of call center metrics.
• Reviews the eCommerce site regularly to ensure all marketing advertisements are up-to-date and informs supervisor of any items requiring removal or replacement.
• Compiles daily or weekly reports received from call staff to track call volume, types of inquiries, and specific issues for program and site improvement.
• Communicates regularly with MTP and HQ Community Recreation team regarding issues requiring information technology upgrade or repair, marketing updates, and ticket data correction.
• Actively seeks and maintains advanced knowledge concerning ticket vendors, military promotions, and eligibility.
• Maintains a thorough understanding of the MWR Tickets application, FAQs, and MTP processes.
• Maintains knowledge of the technical operation of the MWR Tickets site, accounting procedures and ticket availability.

Education

This position does not have a positive education requirement.

How you will be evaluated

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements.

Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.

Documents you must provide

• The following documents are required at the time of application: Resume: limited to two pages, must use Times New Roman font no smaller than 10-point with margins no less than one inch on all sides; please review this link guide on how to write a federal resume - Resume Requirements Proof of education: If applicable, official transcripts only; diplomas and degree audits are not acceptable.
• Failure to provide official transcripts will result in an ineligibility rating.
• If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application If claiming Department of War (DOW) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: Provide a copy of the notice of separation If claiming Veteran's Preference: Provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.) If a current or former Federal Employee: Provide a copy of your most recent Personnel Action Report (PAR) or SF-50 NOTE: Failure to provide the required documents may impact eligibility, qualifications determination

What to expect next

Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application. If you provided an email address, you will receive an email message acknowledging receipt of your application.

Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email. Please notify us if your contact information changes after the closing date of the announcement.

Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

Additional information

Position includes a bonus, not to exceed $10,000, pending verification of eligibility. Recruiting Bonus: New NAF hires or reinstatements (after 1+ year break) are eligible for up to $10k bonus. or Relocation Bonus: For current NAF employees moving to a new duty location. Up to $10k bonus; PCS not eligible.

Salary is dependent on experience and/or education. Salary is inclusive of locality pay based on duty location. Some positions have special requirements.

Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States.

Selection may be tentative pending the completion of these requirements. Applicants may be required to submit proof of education, participate in medical screening, drug testing, etc. All selections are contingent upon satisfactory employment reference checks. Employment is subject to successful National Agency Background Check.

Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct. This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate.

For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes. Executive Order 12564 requires a Federal workplace free of illegal drugs.

According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.