Contact Representative, Customer Service Representative

U.S. Federal Government - Austin, TX (30 days ago)4.3


Duties
Summary
This position is located in the SSA Field Offices at 3010 Williams Dr. Ste 150, Georgetown, TX, and 1029 Camino La Costa, Austin, TX

NOTE: This position is being filled on a full-time, permanent basis.

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

Additional selections may be made within six months from the closing date of this announcement.

Responsibilities
Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

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
Relocation expenses will not be paid
Complete the initial online assessment and USA Hire Assessment, if required
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-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.

GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing the following tasks: (1) researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to a large volume of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data into databases; and (4) responding to technical inquiries concerning benefit entitlement, benefit payments, etc.

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. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.
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-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).
GS-6/7: There is no substitution of education for specialized experience at this grade level.

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

GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.

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 have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov .

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

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 online assessments completed during the application process. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

Attention to Detail
Customer Service
Decision Making
Flexibility
Integrity/Honesty
Interpersonal Skills
Learning
Reading
Reasoning
Self-Management
Stress Tolerance
Teamwork
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 research and analyze issues in order to make decisions and resolve problems
Ability to manage multiple priorities
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.

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
Public Trust - Background Investigation

Drug test required
No

Required Documents

Required Documents
To apply for this position, you must submit a complete Application Package which includes:

1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

2. Other supporting documents:
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
Transcripts (if using education to qualify - unofficial copies accepted)
You must also submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

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. Candidates 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 .

IMPORTANT NOTICE TO VETERANS : The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans' preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here . Other qualifying eligibility for preference (e.g., disability) remains unchanged.

PROOF OF EDUCATION : If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree must be from an accredited college or university recognized by the U.S. Department of Education. Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. Certification of equivalency must be submitted at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services .

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.