Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Quality Ranking Factor (QRF): Well-Qualified applicants will possess documented experience that demonstrates an understanding of service level agreements (SLAs) and the customer to service provider relationship, including experience determining full cost recovery, and experience managing large or multiple software development projects through the software development life cycle (SDLC).