Hiring Path
- Custom Announcement (not open to the public)
Who May Apply / Clarification From the Agency
This position is open to:
- U.S. Citizen Eligible Family Members (USEFMs) - All Agencies
For USEFM - FP grade is 08. Actual FP salary authorized by Washington D.C.
Security Clearance Required
Public Trust - Background Investigation
Appointment Type
Term appt, NTE 4 yrs
Appointment Type Details
Not to exceed 5 years
Marketing Statement
We encourage you to review the 8 Qualities of Overseas Employees:
- Composure & Integrity: Stay calm, effective, and honest under pressure.
- Cultural Adaptability: Collaborate respectfully across cultures, races, and backgrounds.
- Change & Initiative: Embrace new challenges and take pride in completing assignments to high standards.
- Experience & Motivation: Bring proven skills and a strong drive to support our mission.
- Information Integration & Resourcefulness: Apply guidelines quickly to solve complex problems efficiently.
- Tactfulness: Communicate professionally and respectfully as a representative of our diplomatic mission.
- Planning & Organizing: Prioritize workloads strategically to maximize operational efficiency.
- Working with Others: Foster positive, cooperative relationships as a dedicated team player.
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 (40 years or older); disability; genetic information; or pregnancy, childbirth, or related medical conditions.
Summary
The U.S. Mission in Frankfurt is seeking eligible and qualified applicants for the Customer Service Representative in the Customer Service Center office.
Supervisory Position
No
Relocation Expenses Reimbursed
No
Travel Required
Not Required
Duties
The Customer Service Center (CSC) Customer Advocate is the primary point of contact for Eligible Family Members (EFMs) seeking to navigate Department of State management support platforms and services in Mission Germany. The incumbent responds to service inquiries from family members, helps them understand and use available e-services (myServices, e2 Travel, and related platforms), and identifies recurring pain points or gaps in service delivery. The incumbent represents family member interests and feedback to the CSC and Management leadership, recommending process improvements that simplify and streamline support for this customer population. The incumbent also performs general CSC customer-service functions common to all mission personnel.
Qualifications and Evaluations
All selected candidates must be able to obtain and hold a:
- Public Trust security clearance.
All selected candidates will be subject to a background investigation.
Selected candidate must be able to begin working within a reasonable period of time upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements
Secondary school is required.
Please address this factor in your ERA application under Education.
Evaluations
You will be evaluated against the qualifications and requirements in this vacancy announcement. You may be asked to complete a pre-employment language or skills test. You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.
Qualifications
Experience:
A minimum of two years of experience working in a customer service environment providing broad management services through operations support is required.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Language:
ENGLISH: Fluent (Reading, speaking, writing) THIS WILL BE TESTED
Job Knowledge:
Knowledge of office management functions, customer service procedures, and standard information sources through operations support or hospitality operations support.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Benefits and Other Info
Benefits
Agency Benefits:
For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.
Other Information
Eligible and qualified applicants receive a hiring preference in the order listed below:
1. Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
2. AEFM / USEFM
Applicants must accurately describe their status in their application; failure to do so may result in a determination of ineligibility for a hiring preference.
- IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of the most recent Member Copy Four (4) of the DD-214, Certificate of Release or Discharge from Active Duty, and, if applicable, a letter from the U.S. Department of Veterans Affairs. If claiming conditional eligibility for U.S. Veterans’ preference, applicants must submit proof of conditional eligibility. U.S. Veterans’ preference must be claimed on the application to be properly taken into account.
For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.
Additional Employment Considerations
An EFM employed on a PSA or FMA with a regular work schedule (full-time or part-time) is subject to the New Employee 90-Day Application Limitation and must work 90 calendar days in the current position before applying for other positions advertised at the Mission.
An EFM employed on a temporary PSA or Temporary Appointment (TEMP) with an intermittent work schedule is not subject to the New Employee 90-Day Application Limitation and may apply for advertised Mission vacancies at any time.
Incoming family members are eligible to apply up to 9 months prior to arrival or 9 months prior to departure from post.
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