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CN

Military Ticket Program Customer Service Supervisor

Commander, Navy Installations Command
Location
Millington, TN
Compensation
$62,400 - $72,000 / year

How to apply

Apply on USAJOBS
USAJOBS control number
892351700
Application deadline
November 17, 2026

Date shown in New York time. Confirm application timing on the official posting.

Required documents

Help (https://usajobshelp.opm.gov/hc/en-us/articles/52880875811091-How-to-understand-the-job-announcement#h_01M1M3QMBM3Z5NTF3DN1XXN6EV) The following documents are required at the time of application: Resume: limited to two pages, must useTimes New Roman font no smaller than 10-point with margins no less than one inch on all sides; please review this link guide on how to write a federal resume - Resume Requirements (http://help.usajobs.gov/faq/application/documents/resume/page-limit) Proof of education: If applicable, official transcripts only; diplomas and degree audits are not acceptable. Failure to provide official transcripts will result in an ineligibility rating. If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application If claiming Department of War (DOW) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: Provide a copy of the notice of separation If claiming Veteran's Preference: Provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.) If a current or former Federal Employee: Provide a copy of your most recent Personnel Action Report (PAR) or SF-50 NOTE: Failure to provide the required documents may impact eligibility, qualifications determination

Application instructions

Help (https://usajobshelp.opm.gov/hc/en-us/articles/52880875811091-How-to-understand-the-job-announcement#h_01M1M36SE2J384X5ZRS2A9YHG4) 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 (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 (https://my.usajobs.gov/Account/Login). 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 (mailto:usn.ncr.cnicwashingtondc.mbx.naf-usastaffing@us.navy.mil) to ensure proper consideration is given. Agency contact information CNIC NAF HRO Email usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil (mailto:usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil) Address CNIC HQ 5720 Integrity Drive, Bldg. 457 Millington, TN 38055 US Next steps Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application. If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email. Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

Confirm the deadline and all requirements on the official posting before applying.

Source: USAJOBS · Bespree is not the employer.

Need a resume for this application?

Tailor your resume for this jobView Customer Service Manager resume example

Job description

This job is open to

Help

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Military spouses

Military spouses of active duty service members or whose spouse is 100 percent disabled or died on active duty.

Clarification from the agency

Please see the "Who May Apply" section under the Qualifications section.

Overview

Telework eligibleYes—As determined by the agency's current policy.Remote jobNoRelocation expenses reimbursed No Salary $62,400 - $72,000 per year

Salary is inclusive of locality pay. Bonus Not to Exceed $10,000 pending verification of eligibility. See Additional Information section below.

Pay scale & grade NF 3 Promotion potential None Work scheduleFull-timeTravel RequiredNot requiredAppointment typePermanentSupervisory statusYesFederal service typeThis job is in the Competitive Service Represented by a unionNoDrug testNoSecurity clearanceOtherPosition sensitivity and riskNon-sensitive (NS)/Low RiskFinancial disclosure requiredNoAnnouncement number27-13113195Control number892351700

Occupations and job series

  • 0303 Miscellaneous Clerk And Assistant

Background check type

  • Suitability/Fitness

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

Help

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.

Requirements

Help

Conditions of employment

  • Must pass all applicable records and background check.
  • Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
  • Hours of work may vary as required by the needs of the program. Incumbent may be required to work early, late, and on weekends and holidays.

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.

Education

This position does not have a positive education requirement.

Additional 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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Help

Review our benefits

How you will be evaluated

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

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.

Required Documents

Help

The following documents are required at the time of application:

  • Resume: limited to two pages, must useTimes New Roman font no smaller than 10-point with margins no less than one inch on all sides; please review this link guide on how to write a federal resume - Resume Requirements
  • Proof of education: If applicable, official transcripts only; diplomas and degree audits are not acceptable. Failure to provide official transcripts will result in an ineligibility rating.
  • If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
  • If claiming Department of War (DOW) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: Provide a copy of the notice of separation
  • If claiming Veteran's Preference: Provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
  • If a current or former Federal Employee: Provide a copy of your most recent Personnel Action Report (PAR) or SF-50

NOTE: Failure to provide the required documents may impact eligibility, qualifications determination

How to Apply

Help

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.

Agency contact information

CNIC NAF HRO Email usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil Address CNIC HQ
5720 Integrity Drive, Bldg. 457
Millington, TN 38055
US

Next steps

Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.

If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.

Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

About employer

The United States federal government offers civilian positions across its agencies and offices.

Employment type
Full-time
Date posted
Nov 10, 2026
Millington, Tennessee

How to apply

Apply on USAJOBS
USAJOBS control number
892351700
Application deadline
November 17, 2026

Date shown in New York time. Confirm application timing on the official posting.

Required documents

Help (https://usajobshelp.opm.gov/hc/en-us/articles/52880875811091-How-to-understand-the-job-announcement#h_01M1M3QMBM3Z5NTF3DN1XXN6EV) The following documents are required at the time of application: Resume: limited to two pages, must useTimes New Roman font no smaller than 10-point with margins no less than one inch on all sides; please review this link guide on how to write a federal resume - Resume Requirements (http://help.usajobs.gov/faq/application/documents/resume/page-limit) Proof of education: If applicable, official transcripts only; diplomas and degree audits are not acceptable. Failure to provide official transcripts will result in an ineligibility rating. If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application If claiming Department of War (DOW) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: Provide a copy of the notice of separation If claiming Veteran's Preference: Provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.) If a current or former Federal Employee: Provide a copy of your most recent Personnel Action Report (PAR) or SF-50 NOTE: Failure to provide the required documents may impact eligibility, qualifications determination

Application instructions

Help (https://usajobshelp.opm.gov/hc/en-us/articles/52880875811091-How-to-understand-the-job-announcement#h_01M1M36SE2J384X5ZRS2A9YHG4) 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 (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 (https://my.usajobs.gov/Account/Login). 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 (mailto:usn.ncr.cnicwashingtondc.mbx.naf-usastaffing@us.navy.mil) to ensure proper consideration is given. Agency contact information CNIC NAF HRO Email usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil (mailto:usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil) Address CNIC HQ 5720 Integrity Drive, Bldg. 457 Millington, TN 38055 US Next steps Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application. If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email. Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

Confirm the deadline and all requirements on the official posting before applying.

Source: USAJOBS · Bespree is not the employer.

Need a resume for this application?

Tailor your resume for this jobView Customer Service Manager resume example

Job description

This job is open to

Help

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Military spouses

Military spouses of active duty service members or whose spouse is 100 percent disabled or died on active duty.

Clarification from the agency

Please see the "Who May Apply" section under the Qualifications section.

Overview

Telework eligibleYes—As determined by the agency's current policy.Remote jobNoRelocation expenses reimbursed No Salary $62,400 - $72,000 per year

Salary is inclusive of locality pay. Bonus Not to Exceed $10,000 pending verification of eligibility. See Additional Information section below.

Pay scale & grade NF 3 Promotion potential None Work scheduleFull-timeTravel RequiredNot requiredAppointment typePermanentSupervisory statusYesFederal service typeThis job is in the Competitive Service Represented by a unionNoDrug testNoSecurity clearanceOtherPosition sensitivity and riskNon-sensitive (NS)/Low RiskFinancial disclosure requiredNoAnnouncement number27-13113195Control number892351700

Occupations and job series

  • 0303 Miscellaneous Clerk And Assistant

Background check type

  • Suitability/Fitness

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

Help

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.

Requirements

Help

Conditions of employment

  • Must pass all applicable records and background check.
  • Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
  • Hours of work may vary as required by the needs of the program. Incumbent may be required to work early, late, and on weekends and holidays.

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.

Education

This position does not have a positive education requirement.

Additional 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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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How you will be evaluated

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

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.

Required Documents

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The following documents are required at the time of application:

  • Resume: limited to two pages, must useTimes New Roman font no smaller than 10-point with margins no less than one inch on all sides; please review this link guide on how to write a federal resume - Resume Requirements
  • Proof of education: If applicable, official transcripts only; diplomas and degree audits are not acceptable. Failure to provide official transcripts will result in an ineligibility rating.
  • If claiming Military Spouse Preference: provide a copy of the sponsor's Permanent Change of Station (PCS) orders and a marriage certificate at the time of application
  • If claiming Department of War (DOW) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: Provide a copy of the notice of separation
  • If claiming Veteran's Preference: Provide a copy of your DD-214, Member-4 page and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.)
  • If a current or former Federal Employee: Provide a copy of your most recent Personnel Action Report (PAR) or SF-50

NOTE: Failure to provide the required documents may impact eligibility, qualifications determination

How to Apply

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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.

Agency contact information

CNIC NAF HRO Email usn.ncr.cnicwashingtondc.mbx.naf-hrinquiries@us.navy.mil Address CNIC HQ
5720 Integrity Drive, Bldg. 457
Millington, TN 38055
US

Next steps

Using the required qualifications of the position, a standardized rating and ranking criteria of knowledge, skills, and abilities will be used to screen and assess each application.

If you provided an email address, you will receive an email message acknowledging receipt of your application. Times may vary during the hiring process, as your application status updates/changes you will be notified with a notification letter via email.

Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., Spam Blocker, etc.), you may not receive important communication that could affect your consideration for this position.

The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

About employer

The United States federal government offers civilian positions across its agencies and offices.