Military Ticket Program Customer Service Supervisor

Summary

This position is assigned to the Non-appropriated Fund (NAF) Military Ticket Program; Morale, Welfare, and Recreation Community Recreation. The primary purpose of this position is to supervise the MWR Tickets Call Team. The incumbent provides direct oversight of the MWR Tickets Call Team, ensures comprehensive customer support for eligible patrons navigating the website and purchasing tickets, and coordinates technical and administrative operations to maintain a seamless eCommerce experience.

Duties

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience. Supervisory Duties include but are not limited to: Directs work to be accomplished by a workforce of NAF employees: up to four MTP Customer Service Agents (NF-3/GS-5) and acts as Rating Official (RO). Assigns work based on priorities, difficulty and requirements of assignments, and staff capabilities; Conducts annual performance reviews of staff; Participates in section staffing decisions; Ensures staff receives proper training to fulfill requirements of their positions; Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary; and Fosters a work environment free of discrimination, harassment, and/or reprisal and ensures equitable treatment of all staff. Supports CNIC's Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable. Non- Supervisory Duties include but are not limited to: Provides worldwide support to all callers related to the Military Ticket Program. Performs dedicated, scheduled shifts as a frontline Call Center Customer Service Agent to directly support surge demands and meet operational mission requirements. Serves as the primary escalation point for the MWR Tickets Call Team. Responds to inquiries and assists customers, ticket office staff, and purchasers via phone and email. Analyzes and resolves complex problems related to MTP applications (such as Ticket Management System (TMS) and MWRTickets.com) and transactions. Provides recommendations to supervisor regarding process improvements, based on trend analysis. Ensures team compliance with all processes, procedures, and customer service expectations. Evaluates call center team for efficiency, accuracy and customer service response. Makes adjustments or recommendations to improve services, based on evaluation of call center metrics. Reviews the eCommerce site regularly to ensure all marketing advertisements are up-to-date and informs supervisor of any items requiring removal or replacement. Compiles daily or weekly reports received from call staff to track call volume, types of inquiries, and specific issues for program and site improvement. Communicates regularly with MTP and HQ Community Recreation team regarding issues requiring information technology upgrade or repair, marketing updates, and ticket data correction. Actively seeks and maintains advanced knowledge concerning ticket vendors, military promotions, and eligibility. Maintains a thorough understanding of the MWR Tickets application, FAQs, and MTP processes. Maintains knowledge of the technical operation of the MWR Tickets site, accounting procedures and ticket availability.

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate must possess the following: At least one year of progressively responsible specialized experience providing direct oversight to customer service workers in the ticket or travel industry. A qualified candidate possesses the following: Knowledge of Department of War (DoW), Department of Navy (DON), CNIC, and vendor policies, instructions, and regulations as it relates to MWR, MTP, and patron eligibility. Knowledge of MTP rules, procedures, operations, and business practices. Knowledge of MWR programs and services sufficient to provide customers with recommendations and guidance on travel, recreation, or vacation needs. Knowledge of ticket office operations sufficient to manage, process, and resolve various ticketing transactions and vendor nuances. Knowledge of eCommerce fulfillment and digital customer service standards. Knowledge of analytical and evaluative methods, tools, and techniques, and the ability to apply them to issues concerning the efficiency/effectiveness of program operations. Knowledge of and skill in the use of program specific applications, such as MWRTickets website, TMS Back Office, and TMS Agent Portal. Knowledge of and skill in telephone and email etiquette for customer service operations. Skill in providing excellent customer service. Skill in the use of technology devices and software applications, including Microsoft Office applications. Skill and ability to handle customer-service related escalations in accordance with established policies and standard practices. Ability to identify and analyze problems, weigh relevance and accuracy of information, generate and evaluate alternative solutions, and make timely and effective decisions. Ability to communicate effectively, both orally and in writing. Ability to coach a team to deliver consistent patron satisfaction. Ability to perform the full range of supervisory duties. Ability to supervise and direct the work of other employees, monitor performance, and assure adequate internal control procedures are developed and operative. Ability to lead a highly motivated team, foster a collaborative environment, and work independently when required.

Evaluations

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.

How to apply To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above. When building or uploading your resume, please note there is a two-page limit. The system will restrict any attempts to submit a longer document. The complete application package must be submitted by 11:59 PM (EST) on 11/17/2026 to receive consideration. To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/13113195 It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to usn.ncr.cnicwashingtondc.mbx.naf-usastaffing@us.navy.mil to ensure proper consideration is given.

Other information Position includes a bonus, not to exceed $10,000, pending verification of eligibility. Recruiting Bonus: New NAF hires or reinstatements (after 1+ year break) are eligible for up to $10k bonus. or Relocation Bonus: For current NAF employees moving to a new duty location. Up to $10k bonus; PCS not eligible. Salary is dependent on experience and/or education. Salary is inclusive of locality pay based on duty location. Some positions have special requirements. Selectee may be required to complete a one (1) year probationary period. Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required. We utilize E-Verify to confirm selectee's eligibility to work in the United States. Selection may be tentative pending the completion of these requirements. Applicants may be required to submit proof of education, participate in medical screening, drug testing, etc. All selections are contingent upon satisfactory employment reference checks. Employment is subject to successful National Agency Background Check. Occupants of this position must maintain the privacy of official work information and data and demonstrate the highest level of ethical conduct. This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate. For positions requiring travel more than twice per year, selectee may be required to obtain and maintain in good standing a Government-issued Travel Card for official government travel purposes. Executive Order 12564 requires a Federal workplace free of illegal drugs. According to the Executive Order, all Federal employees are required to remain drug free throughout their employment. Commander, Navy Installations Command is a Drug-Free Federal Workplace. The use of illegal drugs will not be tolerated, and use of or intoxication by illegal drugs will result in penalties up to and including removal from Federal Service.