The professionals at the National Security Agency (NSA) have one common goal: to protect our nation. The mission requires a strong offense and a steadfast defense. The offense collects, processes and disseminates intelligence information derived from foreign signals for intelligence and counterintelligence purposes. The defense prevents adversaries from gaining access to sensitive of classified national security information. Customer Service Advocates play a vital role by acting as a liaison between the Agency and DoD, Intelligence Community, Executive branch, academic, and public-private partnerships.
Description of the Position
Customer Service Advocates responsibilities include:
Engaging in long-term development and/or supporting day-to-day management of external customer-relations.
Anticipating and assessing customer needs, providing information or assistance, and satisfying or managing their expectations.
Providing timely and accurate responses to requests for assistance, information, products, or services within appropriate legal authorities.
Resolving customer concerns, problems, and complaints and providing timely feedback to customers on resolution.
Building collaborative relationships as well as information and knowledge sharing networks, aligned with strategic interest.
Description of Skills
The ideal candidate is someone with a desire for continual learning and who possesses strong communication (oral and written), problem-solving, analytic, interpersonal skills, and is:
customer and results oriented
able to negotiate with and influence others
able to build relationships across the Agency and with external stakeholders, as appropriate
able to work effectively (independently and/or within teams) across functional areas in a collaborative environment
able to take action in complex situations
able to manage multiple tasks with competing timelines and deliverables
able to identify, manage and resolve conflicts and disagreements in a constructive manner
Pay, Benefits, & Work Schedule
This is a full-time position, Monday through Friday.
How To Apply - External
To apply for this position, please click the 'Apply' button located at the top right of this posting. After completing the application for the first time, or reviewing previously entered information, and clicking the 'Submit' button, you will receive a confirmation email. Please ensure your spam filters are configured to accept emails from (see application details).
***PLEASE NOTE: U.S. Citizenship is required for all applicants. Reasonable accommodations provided to applicants with disabilities during the application and hiring process where appropriate. NSA is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
This position is a Defense Civilian Intelligence Personnel System (DCIPS) position in the Excepted Service under 10 U.S.C. 1601. DoD Components with DCIPS positions apply Veterans' Preference to eligible candidates as defined by Section 2108 of Title 5 USC, in accordance with the procedures provided in DoD Instruction 1400.25, Volume 2005, DCIPS Employment and Placement. If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you may be asked to submit documents verifying your eligibility.
Please note that you may be asked a series of questions depending on the position you apply for. Your responses will be used as part of the screening process of your application and will assist in determining your eligibility for the position. Be sure to elaborate on experiences in your resume. Failure to provide the required information or providing inaccurate information will result in your application not being considered for this position. Only those applicants who meet the qualifications for the position will be contacted to begin employment processing.
Please Note: Job Posting could close earlier than the closing date due to sufficient number of applicants or position no longer available. We encourage you to apply as soon as possible.
The National Security Agency (NSA) is part of the DoD Intelligence Community Defense Civilian Intelligence Personnel System (DCIPS). All positions in the NSA are in the Excepted Services under 10 United States Codes (USC) 1601 appointment authority.