Supervisory Customer Service Rep Job in Saint Louis, MO

Vacancy No. CBAD-12754320-25-MDK Department Veterans Health Administration
Salary $64,993.00 to $64,993.00 Grade 12 to 12
Perm/Temp Permanent FT/PT Full-time
Open Date 6/24/2025 Close Date 7/3/2025
Job Link Apply Online Who may apply Public
Locations:
Saint Louis, MO


Summary

The Veterans Canteen Service (VCS) Central Office, located at the Jefferson Barracks VA Medical Center in St. Louis, MO., is seeking a Supervisory Customer Service Specialist. This position reports to the Chief Services Officer and is responsible for the day-to-day operations of the PatriotStoreDirect (Special Order) call center, including assortment management, vendor and customer relationships, team leadership, and implementing appropriate changes for an efficient operation.

Duties

Primary Duties include, but are not limited to:

  • Team Leadership & Development: Supervise, train, and motivate Customer Service Representatives (CSRs). Conduct needs assessments, performance reviews, capacity planning, and contribute to strategic planning.
  • Work Assignment & Performance Management: Set priorities, assign tasks, offer guidance, review work, evaluate performance, provide monthly updates, and offer counseling as needed.
  • Call Center Operations Oversight: Monitor operations, resolve system issues, conduct audits, implement improvement initiatives, and generate reports to enhance service quality.
  • Compliance & Labor Relations: Ensure adherence to collective bargaining agreements and federal, VA, and EEO regulations. Address behavioral issues promptly and keep leadership informed.
  • Stakeholder Engagement: Act as liaison between VCS Chiefs, vendors, and customers. Collaborate with Brand and Communications to promote the program nationally.

Requirements

Conditions of Employment

  • Selective Service Registration is required for males born after 12/31/1959.
  • You will be required to serve a probationary period of 1 year.
  • Subject to background/security investigation.

Qualifications

QUALIFICATION REQUIREMENTS:
  • Leadership Experience: Proven supervisory experience, ideally within customer service environments.
  • Communication Skills: Strong verbal and written communication skills for interacting with senior officials, vendors, and customers.
  • Attention to Detail & Organization: Highly detail-oriented with excellent organizational skills in fast-paced, deadline-driven settings.
  • Time Management & Adaptability: Skilled at multitasking and meeting deadlines amid shifting priorities.
  • Technical Proficiency: Proficient in using PCs and various computer applications and programs.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
NOTE: A formal pay-setting process will be used to determine your salary. The salary may be at any point in the range listed for this vacancy. 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.

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

        • Resume
The following documents are accepted and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
        • Most recent SF-50
        • Performance Appraisal
        • Separation Notice (RIF)
        • Veterans' Preference: Since the Veteran Canteen Service falls under Title 38 U.S.C. 7802, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.

If you are relying on your education to meet qualification requirements:

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.

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.

How to Apply

All applicants are encouraged to apply online. All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 7/3/2025 to receive consideration.

  1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account, or your application will be incomplete.

Agency contact information

Michelle Kolpacki
Address
VCS Central Office
1 Jefferson Barracks Drive Bldg. 25
St. Louis, MO 63125
US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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