Federal Resume Customer Services Manager
Must believe in the value of what we offer.
The Federal Resume Customer Services Manager will work directly with up to 70 clients per week who are seeking help with their federal resumes and applications. The Resume Place, Inc. is the oldest, leading and most respected federal resume writing, consulting, training and publishing firm in America. The first-ever, founded and still managed by Kathryn Troutman. This position involves triage and review and communication with many jobseekers who want the best and most stable career in America. We help people land federal jobs every day. These jobs / careers last a lifetime. The application process and resume writing are highly complex, requiring a professional writer, consultation, and a strategy to succeed with the entire process. We follow the Ten Steps to a Federal Job approach for consulting, writing and navigating USAJOBS. The Resume Place is also a certifying organization for Ten Steps to a Federal Job curriculum and coaching strategies. Since 2002, The Resume Place has been the first and only certifying organization for federal resumes writers and coaches and trainers.
CLIENT REQUEST REVIEWS:
- Receive and review all incoming resume client requests
- Triage the client requests in terms of:
- Announcement deadline
- Type of client (federal employee, military enlisted or officer, government contractor, private sector executive, student)
- Address immediate concerns by the inquiring potential client
- Respond to some of the inquiries
Manage the highest priority, best qualified, best announcement candidates as cases. Follow-up with SES, ALJ, IT and technical clients to ensure that all of their questions are answered and all of their concerns are addressed.
ANALYZE INQUIRIES AND FORWARD TO A WRITING SPECIALIST FOR REVIEW, EMAILS, COMMUNICATION AND QUOTE:
Forward inquiries to various Certified Federal Resume Writers who are on our staff for reviews and responses. Forward complex cases directly to Kathryn Troutman.
QUICKBASE DATABASE MAINTENANCE
Enter all resume requests and quotes into our Quickbase database for tracking.
Follow up with inquiries and writers who have concerns with the clients.
SUPERVISE AND DIRECT CONTRACT WRITER / CONSULTANTS
Maintain awareness of availability of the 20 contract writers’ availability, client specializations, deadline requirements and quality of work. Communicate with consultants to maintain relationships, enthusiasm and concern for client success.
QUESTIONS FROM CLIENTS AND STAFF
Answer questions about payments, schedules, and timing from clients and staff.
ASSIGNMENTS TO THE WRITERS
Assign the paid writing clients to the appropriate writer. Send cases to the writers and follow-up on to confirm receipt and deadline and to get commitment from the writer for the case. We have an average of 20 paid clients per week to be assigned with various deadlines, from within 4 days to flexible (no deadline).
WEB PAGE REVIEWS
Review and adjust the federal resume writing web pages, so that the content is up-to-date and informative.
TELEPHONE INQUIRIES FROM POSSIBLE CLIENTS
Answer incoming call about federal resume writing and consulting. Explain federal resume writing and consulting services for the various client types (fed to fed, military/veteran to fed, private industry, students, etc.).
Research and resolve problems with client deadlines, quotes, writer expectations, final output, communications or other issues. Ensure customer satisfaction with the writing and consulting services.
Required Knowledge, Skills, and Abilities
Empathy for the client situation. In tune with various situations: first time looking for a federal position; complex senior executives with highly complex requests; current federal employees seeking advancement; students with no work experience.
Marketing and business sense. Must be aware that we charge for our services and be aware of the synergy of our training, books and expertise in the industry.
Comfortable with discussing finances. Knowing that our services could result in a great career for the candidate, must be able to quote fees, collect deposits; discuss costs; justify costs.
Communications. Must possess excellent, professional, confident communications skills.
Computer research and reports. Must be able to analyze documents quickly, research job announcements, use the database, and create client and sales reports.
Analytical skills. Must be able to analyze job announcements for important qualifications, keywords and KSAs. This is a skill required for every client request. We have to be able to identify the skills required by the announcement, to determine if the client will be a good candidate for a federal position. 90% of our clients ARE possible eligible candidates.
Flexibility and adaptability with changing requirements, deadlines, projects and multiple service programs (client deadlines, types of clients and upcoming training).
Knowledge of USAJOBS and federal hiring. Must become proficient with USAJOBS and application processes.
Must have 5 years professional experience in any of the following fields of work: Employment Readiness, Career Transition, Career Counseling, Human Resources, Vocational Rehabilitation, Program Analysis, Case Management.
Bachelor’s degree required at a minimum.
The office is in Catonsville, MD. Office Hours: 9:00am to 5:00 pm, Monday – Friday.
HOW TO APPLY:
Send resume and cover letter to firstname.lastname@example.org.
Writer-Editor (Government Human Resources or Military Background Preferred)
Immediate opening with publishing, training and professional services company located in Catonsville, MD. The Resume Place, Inc./Federal Career Training Institute provides federal career consulting, federal resume writing, career development services to human resources professionals, military transitional counselors, and individual job seekers. We are a government contractor, and work extensively with individuals seeking federal careers, military installations worldwide and government agencies. The position is ideal for a retired federal human resources, senior management or senior military person with background in writing and human resources.
- FEDERAL RESUME WRITING(70%) – Write federal resumes from client existing resume, OPM occupational standards, accomplishments, interview notes, USAJOBS vacancy announcements, evaluations and client documents. The federal resumes are written for compliance with the USAJOBS resume builder. Seeking individual with knowledge of Senior Executive Service applications as well.
- FEDERAL CAREER CONSULTANT AND ANALYST (30%) – In order to write competitive federal resumes, advise clients about federal jobs, occupational series and federal hiring processes.
- Proficient computer skills – 60 wpm minimum typing speed.
- Knowledge of military translation/government human resources processes preferred.
- Knowledge of federal human resources and employment
- Prior working knowledge of Word, Excel, g-mail required
- Communications skills – excellent interview, coaching and communications skills
- Well organized & detail oriented
- Flexible team player, trustworthy and reliable
Minimum 8 years professional experience; College degree in Writing, Editing, Human Resources, Communications, Organizational Development or related majors. Prefer former federal employee with human resources experience or military senior enlisted or officer with writing and/or career counseling experience. COMPENSATION:
This position is contract hourly to start (20-30 hours/week); $33 to $45 per hour. Telework possible. Prefer office writing at Catonsville, MD
How to Apply:
Send resume and cover letter to email@example.com.