<b>Duties</b><br /><br /><b>Summary</b><br /><br />This position is located in Voice Communications Section, Data Center Management Division, IT Service Operations Directorate, Office of the Chief Information Officer.<br /><br />The position description number for this position is 231997.<br /><br />The incumbent of this position will work a flexitime, compflex or maxiflex work schedule.<br /><br />This is a non-supervisory, bargaining unit position.<br /><br />The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.<br /><br />Learn more about this agency <br /><br /><b>Responsibilities</b><br /><br />Responsible for the day-to-day operations of the Operator Call Center. Receives local, long distance and international calls, directing incoming operator-assisted and outgoing calls to appropriate individual, directorates and outside contacts. Extend and respond appropriately to all calls displaying courtesy at all times. Properly interprets caller's request and convey accurate information to appropriate personnel. Utilizes the Library of Congress's automated information service to provide accurate information about staff, location, divisions and events. Maintains a listing of FAQ and (Division and Reading Room) hours.<br /><br />Serves as the primary point of escalation in effort to successfully assist difficult callers, coordinate difficult telephone connections; such as, complex international or carrier assisted calls. Handles malicious/suspicious calls and reports any threatening call activity to management. Maintains call center operator schedule to make sure that the Library of Congress main number is adequately staffed. Makes recommendations for the addition of personnel to operator staff. Provides operators with day-to-day guidance for assurance that all duties performed are rendered in an accurate, tactful, courteous, and expeditious manner. Insures that the appropriate up-to-date reference guides are available. Keeps all operators informed of all new procedures. Orients and mentors new staff on the use of equipment and procedures when handling calls.<br /><br />Maintains an up-to-date schedule of operator assisted conference calls. Assures that all LOC operator assisted conferences are setup accurately and timely. Familiar with conference equipment necessary for in-house conferences. Operates conference bridge equipment to coordinate Library conference calls. Coordinates large conferences calls between staff and carriers. Analyzes conference request and recommends best conference solution.<br /><br /><b>Travel Required</b><br /><br />Not required<br /><br />Supervisory status <br /> No <br /><br />Promotion Potential <br /> 07 <br /><br /></li> <b>Requirements</b><br /><br /><b>Conditions of Employment</b><br /><br /><ul> </ul> <br /> No additional requirements to those listed above. <br /><br /><b>Qualifications</b><br /><br />Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.<br /><br /><strong>Knowledge of call center technologies, capabilities, and equipment operating characteristics.**</strong><br /><br /><strong>Ability to coordinate conference calls.**</strong><br /><br /><strong>Ability to provide professional customer support.**</strong><br /><br /><strong>Ability to provide customer service while exercising judgment and discretion.**</strong><br /><br /><strong>Ability to troubleshoot operator call issues.</strong><br /><br /><strong>Ability to utilize computer technology.</strong><br /><br /><strong>Ability to communicate in writing.</strong><br /><br /><strong>Ability to communicate effectively other than in writing.</strong><br /><br /><b>Education</b><br /><br /><b>Additional information</b><br /><br />Person(s) selected for this position may be converted to a permanent appointment if the position becomes available as a permanent position.<br /><br />Although it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid the minimum step of the grade.<br /><br />The Library of Congress is an equal opportunity employer. Women, minorities, and persons with disabilities who meet eligibility requirements are strongly encouraged to apply.<br /><br />Applicants must submit a complete application package that is received by the closing date of this announcement.<br /><br />This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be determined on a case-by-case basis.<br /><br />Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The certificate of disability may be issued by a State Vocational Rehabilitation Office, or the Department of Veterans Affairs. The date of certification must be within one year of the vacancy closing date and must be submitted with your application. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-3960 or email spploc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.<br /><br />The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service.<br /><br />Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation.<br /><br />The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement.<br /><br />Initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period. In addition, per Library of Congress Regulation 2010-12, an appointee is subject to a one-year supervisory probationary period, if this is his/her first supervisory/managerial position at the Library.<br /><br />A "Not to Exceed" (NTE) status is used to identify an appointment with a specific ending date. However, the Library has the right to separate an employee at any time due to either performance issues or budget constraints.<br /><br /><strong>Are you a veteran?</strong> Please indicate the type of veterans' preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214. Those applying for 10-point preference must fill out an SF-15 (click here for the form) and provide the required documentation listed on the back of the form. If required supporting documentation is not attached, Veterans' Preference will not be considered in the application process.<br /><br />For more information regarding eligibility requirements, please see the Library of Congress Merit Selection Plan, Section X.D, at: http: www.loc.gov/hr/employment/msp010909.pdf . <br /><br /><b>How You Will Be Evaluated</b><br /><br />You will be evaluated for this job based on how well you meet the qualifications above.<br /><br />The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview. The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection. <br /><b>To preview questions please click here .</b> <br /><br /><b>Background checks and security clearance</b><br /><br />Security clearance <br /> Not Required <br /><br />Drug test required <br /> No <br /><br /></li> <b>Required Documents</b><br /><br />Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent).<br /><br />Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. The program does not accept certification from health care providers. For more information contact the Library's Office of Equal Employment Opportunity and Diversity Programs at 202-707-6024 or email spploc.gov. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.<br /><br /><b>If you are relying on your education to meet qualification requirements:</b><br /><br />Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education . <br /><br />Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.