Customer Service Analyst

Job Description: Develops customer service programs, policies, and operating methods and procedures for the Passport Services Directorate. Collects and analyzes customer suggestion and complaints, recommending courses of action, and implements approved recommendations where appropriate. Recommends customer service program goals and objectives, drafts operating procedures and participates in agency/center customer service planning. At the GS-12 level, the incumbent performs essentially the same duties as outlined above; however, the scope and complexity of assignments are of less responsibility and independence and receive closer supervision than at the GS-13 level.