POSITION DESCRIPTION

Task Title: Customer Support & Training, (CGFS/CST)

Vacant Position: Payroll Customer Support Analyst

DoS Manager: Richard Sizemore, Director, Customer Support & Training, (CGFS/CST)

Task Purpose:
The U.S. Department of State (DoS), Bureau of the Comptroller and Global Financial Services (CGFS), Charleston, SC has a requirement for a Payroll Customer Support Analyst on the Payroll Customer Support Desk. Customer Support & Training (CST) provides customer support desk services, knowledge base management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.

Minimum/General Requirement:

• One year of overall relevant professional experience in payroll processing or customer service. The Department of State prefers but does not require a candidate who has previous Department of State or Federal payroll experience. High volume call center or help desk experience is also preferred.
• Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
• Candidate must have superior verbal and written communication and organizational skills.

Functional Responsibility:

Tracking and Documenting Customer Inquiries
Case Management - The Case Management system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Customer inquiries (phone calls, emails, voicemails) are tracked within the Case Management system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the Case Management system.

Reporting and Metrics
The Payroll Customer Support Desk analyst creates reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the Payroll Customer Support Desk as a whole and for individual Support Techs. To support reporting metrics, the analyst will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training in regard to employee development. The Quality Control Program (QCP) ensures:

• Accuracy and quality of customer interactions
• Provides feedback on strengths and areas of improvement
• Provides coaching and on-the-job training when applicable
• Uses quality monitoring data to compile and track performance at team and individual level
• Provides feedback to team leads and management
• Assist with performing analysis, research, development and delivery of presentations, training, and reports

General Support

• Ensure that the Payroll Customer Support Desk voicemail are addressed both at the beginning of the day and throughout the day.
• Provide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions. Ticket and provide customer assistance for these calls according to Payroll Customer Support desk procedures.
• Strive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create Case Management tickets to record the details of the issue and to document the receipt of the customer’s initial contact.
• Update Case Management tickets any time that additional correspondence or research is performed on behalf of the customer and close a Case Management ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolution.
• Assist the customer through the entire process of research, gathering data, performing analysis and resolving the issue for both emails and phone calls.
• Research DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house).
• Multi-task during times of high call and email volume to accurately address customer inquiries.
• Write GFS Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activities.
• Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures.
• As part of research time activity, follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket’s status.
• Per established ISO 9001 Work Instruction guidelines, appropriately identify select inquiries which are critical to the success of GFS’s business as “Level II”. Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow up on the status of the tickets.
• Run Daily APPO Report listing pending ticket information. Email report to Daily APPO Report Distribution list.
• Escalate issues to the Payroll Customer Support team lead or Pay Intake Executive Coordinator as appropriate.
• Ensure constant coverage on the support Desk between the hours of 8:30 and 4:30pm Monday through Friday.
• Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirements. The technician may suggest and may be required to implement new strategies and policies. These strategies and policies can impact a customer’s satisfaction or the procedures within CGFS offices.

Software Systems Utilized:
CAPPS (Consolidated American Personnel & Payroll System), Report.web, Employee Express, Microsoft Office Suite, GFS Knowledge Base, Remedy Case Management, Document Imaging Software (DIS) & various websites of government agencies (Employee Express, IRS, TSP. Office of Personnel Management)

Period of Performance:
The Payroll Customer Support Desk core hours are 7:15 AM to 5:30 PM Monday through Friday. The contractor is expected to work an 8 hour “rotating” shift within these core hours for the desk with a non-compensated 45-minute lunch Monday through Friday, excluding federal holidays observed at the government site. Standard shift start times are 7:30 AM, 8:00 AM, and 8:30 AM, and are based upon seniority. Performance under this task order may require work in excess of the normal forty-hour work week. Work performed in excess of 40 hours may be scheduled or unscheduled emergency work. (See your Project Manager for work schedule). Additional hours may be required and must be authorized by your Project Manager and DoS Management.

Security Requirements:
All personnel provided under this task order must be able to either possess or obtain a security clearance of “SECRET”,

Formal Job-Specific Training Requirements:
New Employee Orientation to include payroll, Case management, Employee Express and other training as determined by team lead

Haynes, INC. is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.