Travel Support Customer Service Representative




AMSG is seeking a Travel Support Customer Service Representative with the Veterans Affairs Acquisition Academy (VAAA), Enterprise Shared Services (ESS) Office of Registrar (OOR) located in Frederick, MD

Education: BA/BS Degree
Years of Experience: 3 years of professional/related experience
Clearance Requirements: Ability to obtain a VA Public Trust
Job Type: Full time (8 hours a day), Thursday through Sunday with Telework on Saturday and Sunday

General Description:

The Travel Support Customer Service Representative will provide guidance for student travelers and the schools regarding Travel Policy and Academy instructions.

Specific Duties:

  • Monitor VAAA Travel Mailbox (Outlook), respond to student inquiries, forward student inquires to the appropriate school or recipient.
  • Answer student inquiries via phone (high volume at times).
  • Route questions that can’t be answered or approvals needed to the appropriate school or contact and follow up to ensure response.
  • Provide voucher reconciliation information for each school.
  • Serve as Travel Liaison to CSA on a variety of travel issues between student and school.
  • Document communications on a transactional basis.
  • Provide course schedule updates weekly to key stakeholders.
  • Interact with Key Stakeholders (internal and external).
  • Ensure communication between organizations to streamline and ensure consistency of travel approvals and reviews across the Academy.
  • Provide ad hoc student travel reports.
  • Communicate with traveler and traveler coordinators to support and resolve any issues and questions before and after travel.
  • Attend meetings to discuss travel issues and provide resolutions to ensure future problems are limited.
  • Update Academy Travel instructions on an as needed basis.
  • Provide a thorough and specific review of all local and TDY travel authorizations and vouchers.
  • Certify all local and TDY travel authorizations and vouchers.
  • Generate production reports showing qualitative and quantitative results based upon audits of work performed by travel team personnel.
  • Knowledge of the Defense Travel System and Joint Federal Travel Regulations. 

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