Program Support Asst (OA)

Description:

This position is located at the NCA Scheduling Office in St. Louis, MO.

The National Cemetery Scheduling Office (NCSO) is a national call center responsible for delivering exceptional customer service to support Veterans and their eligible dependents for scheduling burials and memorial services in a VA National Cemetery.

Requirements:

To qualify for this position, applicants must meet requirements by the closing date of this announcement, 04/05/2024.

• Must have the ability to type at least 40 words per minute.
• Must possess and maintain a valid state driver's license. You may qualify based on your experience, as described below:
  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to administrative and clerical work in an office. Utilizing word processing, spreadsheets, databases, and software to manage information. Utilizing e-mail to draft correspondence, summarizing the facts of an issue as well as options for resolution. Processing incoming and outgoing materials such as e-mails, instant messaging, correspondence, reports, memoranda, and other forms of written communication. Operating a computer to enter changes, extract information, and interpret automated data processing screens using automated systems in response to inquiries from customers. Engaging in active listening and explaining specific information to include any pertinent policies, laws, and regulations to meet the customer's service request. Responding to and addressing customer needs and resolving complaints and concerns within the employee's control. (This experience must be supported by your resume to be creditable).
    You will be rated on the following Competencies for this position:
    
  • Analytical Reasoning
• Analytical Thinking

Critical Thinking Customer Service Information Management

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; religions; 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.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: Work is mainly sedentary in nature, however, standing, walking, bending, stooping and lifting of administrative records, registers and other small items is required by the position.

Selected applicants will be required to complete an online onboarding process.