Customer Service Representative

U.S. Federal Government - Auburn, WA4.3

Full-time
Duties
Summary

Once selected for the position, you will contribute to the Agency's mission through direct service to the public: Receive incoming calls through SSA's National 800 number and conduct interviews to provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtain information in order to determine eligibility for programs administered by SSA; and use automation tools to access and update information about claims or potential eligibility.

Responsibilities
AMENDED: This announcement will be closed on February 12, 2019 and there will be no additional cut-off dates.

These positions are located in the Auburn Teleservice Center, 1901 C Street SW, Auburn Washington.

These positions are being filled on a full-time, permanent basis. Applicants must be available to work the 10:30 a.m. - 7:00 p.m. shift. Additional selections may be made for this vacancy six months from the closing date of this announcement.

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the callers question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

This is a career-ladder position leading to the GS-8 grade level.

Please refer to the Qualifications section for information on the experience and/or education required for the position.

Travel Required
Not required

Supervisory status
No

Promotion Potential
8

Job family (Series)
0962 Contact Representative

Similar jobs
Customer Service Representatives
Representatives, Customer Service
Requirements

Requirements
Conditions of Employment
U.S. Citizenship required
Selective Service Registration, if applicable. (www.sss.gov)
Background and/or security investigation required
Job offers are contingent on background / security investigation results
Selectees are required to serve a 1-year probationary period
Must pass Meet-and-Deal panel interview
Selectees are required to complete a 11-13 week technical training class
Relocation expenses will not be paid
Qualifications
All qualification requirements must be met by the closing date of the announcement.

If you are using experience to qualify, you must have:
GS-4: 52 weeks of full-time general experience performing progressively responsible clerical, office, or other work that indicates ability to acquire competencies needed to perform the duties of the position.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience.

SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel Interview: Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Candidates must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job.

PLEASE NOTE: Applicants who did not pass the Meet and Deal Interview must wait 1 year from the prior interview date before they may be interviewed again for the same position at the Auburn Teleservice Center.
Education
SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services .

GS-4: Successful completion of a full 2-year course of study above high school (e.g., 60 earned semester hours, 90 earned quarter hours, associates degree, etc.).

COMBINING EDUCATION AND EXPERIENCE:
Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-4: Education above the high school level is creditable toward meeting the minimum qualifications requirement.

Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

Additional information
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov .

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

The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include:

Ability to interpret and apply laws, regulations and operating procedures.
Ability to communicate orally.
Ability to use the computer and web-based applications.
Ability to use reasoning to analyze issues in order to make decisions and resolve problems.
Ability to organize, prioritize, and process a large volume of work within established deadlines.
Ability to communicate in writing.
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/10397151 .

Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:

1) Qualified Category - Candidates who meet the Minimum Qualification Requirements.
2) Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
3) Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.

Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.

ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.

Background checks and security clearance
Security clearance
Not Required

Drug test required
No

Required Documents

Required Documents
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement and must also provide:

Proof of eligibility with your application. Such proof may include: A copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); AND
proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15, Application for 10-Point Veterans' Preference (SF 15) . Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide .

Military Spouse Appointing Authority . You may be eligible for an appointment under the Military Spouse Appointing Authority if your enlisted spouse: 1) receives orders specifying a permanent change of station (PCS) (not for training); 2) has a 100% disability rating 3) died while on active duty 4) is currently called to active duty. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse's PCS orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member's service-connected disability rating, DD-1300, statement from military installation certifying current active duty etc.).
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Benefits

Benefits
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits .

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.