Customer Service Representative

Federal Bureau of Investigation - Clarksburg, WV4.4

30+ days ago
Position: Customer Service Representative, GS 7/8

Division: Criminal Justice Information Services - Public Access Line

Location: Clarksburg, WV

Working Hours: Various shift assignments to support 24x7x365 operations; possible assignment to day, mid-day, night, adjoining/odd hour, and weekend shifts

GS 7: $41,365.00 - $53,773.00

GS 8: $45,810.00 - $59,557.00

Full Performance level: GS 8

Number of Positions Available: Multiple

Duration: Full Time/Permanent

This position is designated as "emergency." As an "emergency" employee, you may be expected to report to work during periods of adverse weather conditions or other types of emergency situations when it is announced that an "unscheduled leave policy" is in effect or that federal agencies are closed in your immediate vicinity.

Additional selections may be made from this announcement to fill positions within the same division when the position includes substantially the same duties, responsibilities, and qualifications.

Key Requirements

Must be a U.S. citizen
Must be able to obtain a Top Secret clearance
As part of the interview process for this position candidates will participate in and be scored on their responses to a simulated scenario involving an incoming call.

Mission Statement:
The mission of the FBI is to protect the American People and uphold the Constitution of the United States.

Major Duties:
Provides investigative support to FBI field offices as well as other government agencies by researching and evaluating information received from the general public
Determines the credibility, value, significance, and relevance of information
Receives, evaluates, and disseminates information pertaining to potential and actual emergencies and national security situations; asks probing and logical follow-up questions to determine the existence of a threat or criminal violation
Searches FBI and all-source databases, social media platforms, and criminal records
Organizes, plans, and executes work in accordance with policies and procedures
Communicates effectively, both orally and in writing, and prepares and issues investigative reports related to terrorism, investment fraud, kidnapping, bomb threats, hijackings, school shootings, bank robberies, etc.
Qualifications and Evaluations

Please make sure your specialized experience/requirement(s) can be identified in your resume. Applicants must meet the qualification requirements by the closing date of this announcement.

Your application will be evaluated and rated under the FBI’s Candidate Rating Procedures. Your resume and supporting documentation will be used to determine whether you meet the job qualifications listed in this announcement and will be compared to your responses to the online assessment questionnaire. High self-assessment in the vacancy questions that is not supported by information in your resume, and/or supporting documents may eliminate you from Most Competitive status.

Your application will then be placed in one of three categories: Most Competitive, Competitive, or Least Competitive. Names of candidates in the Most Competitive category will be sent to the hiring official for employment consideration. Veterans’ preference will be applied.

All applicants will be rated on the following Competencies:
Problem Solving/Judgment
Customer Service
Technology Application

Specialized Experience (SE):
GS 7: Applicant must possess at least one (1) year of specialized experience equivalent to the GS 6 grade level. SE is defined as follows:

Orally communicated with customers to obtain, exchange, interview, relay or verify information
Manipulated automated information systems to query, retrieve, enter, and modify data
Created and maintained records and files in accordance with records management procedures
Addressed a variety of conventional problems, questions, or situations in conformance with established criteria
GS 8: Applicant must possess at least one (1) year of specialized experience equivalent to the GS 7 grade level. SE is defined as follows:

Orally communicated with customers to gather pertinent information, provide guidance, and resolve threatening and/or routine problems
Utilized automated systems to collect, process, and evaluate data to identify patterns of activity
Evaluated the significance, validity, and relevance of data in support of investigative case work
Prepared and issued investigative reports in accordance with policies and procedures

GS 7: Applicant must have a bachelor’s degree with superior academic achievement or one (1) full year of graduate level education. Superior academic achievement is the completion of all the requirements of a bachelor’s degree from an accredited college or university, which is based on (1) class standing, (2) grade-point average of 3.0 or higher as recorded on an official transcript, or as based on courses completed during the final two years of the curriculum, or (3) honor society membership.

GS 8: Education may not be substituted for specialized experience at this grade level.