Summary This position is assigned to Non-appropriated Fund (NAF) Navy Military Ticket Program; Morale, Welfare, and Recreation (MWR); Fleet Readiness (N92); Fleet and Family Readiness (FFR) (N9); Commander, Navy Installations Command (CNIC); Millington, TN. The purpose of this position is to provide assistance to eligible patrons and ticket selling agents through website access, navigating the site and ticket transactions, and other customer service support with the Military Ticket Program (MTP). 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.
Duties include but are not limited to:
- Provides worldwide support in a call center environment to all callers related to the Military Ticket Program (MTP). Responds to inquiries and assists eligible patrons, ticket office staff, and purchasers via phone and email.
- Utilizes the MWR Tickets website and the Agent Portal to assist eligible patrons with authentication and navigation. Provides information regarding facilities, operational hours, and specific attraction guidelines.
- Maintains knowledge of "FAQs" and military promotions to assist customers and ticket office sales staff with processing ticket purchases and cancellations/refunds.
- Reviews required ticket sale information with the customer to ensure accuracy before assisting with the final sale.
- Completes daily or weekly reports to track the type of calls and specific issues for program/site improvement.
- Responds to routine and non-technical requests for information and questions to access, identify, and/or locate tickets and/or participating installation ticket offices.
- Troubleshoots minor issues such as inability to locate tickets on the site, incomplete purchases, missing ticket confirmations, account login errors, and basic payment processing inquiries. Evaluate issues as needed for further investigation.
- Reviews public facing website regularly to ensure all marketing advertisements are up-to-date and informs the lead or supervisor of any items that need to be removed or replaced.
- Demonstrates excellent customer service to all contacts, and provides friendly, professional, and personalized service at all times.
- Coordinates efforts with the MTP team to address customer inquiries and resolve issues.
- Maintains and executes call center performance standards.
- Works as part of a highly motivated customer service team, welcoming feedback while contributing to building team spirit. Assists other team members as needed.
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 customer service assistance in ticket office operations.
- A bachelor's degree of 4 full years of higher-level education leading to such a degree.
- A combination of progressively responsible specialized experience and higher-level education.
A qualified candidate possesses the following:
- 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 accurately process a variety of ticket transactions.
- Knowledge of and skill in telephone and email etiquette for customer service operations.
- Knowledge of and skill in the use of Ticket Management System.
- Skill in and ability to navigate the MWRTickets public facing website.
- Skill in providing excellent customer service.
- Skill in the use of technology devices and software applications, including Microsoft Office applications.
- Skill in reading comprehension and basic math.
- Ability to understand customer requests or issues and determine what steps and procedures are necessary and the order of their performance.
- Ability to communicate effectively both orally and in writing.
- Ability to work independently and as part of a highly motivated team.
Education If qualifying all of in part based on education, proof of education MUST be submitted at time of application in order to be considered.
A bachelor's degree or 4 full years of progressively higher-level education leading to such a degree.
OR
At least one year of progressively responsible specialized experience providing customer service assistance in ticket office operations.
OR
A combination of progressively responsible specialized experience and higher-level education.How you will be evaluated 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 11/14/2026 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/13111887
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 Salary is dependent on experience and/or education. Salary is inclusive of locality pay.
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.
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.
