Contact Representative (Customer Service Representative)
This announcement will use cutoff dates. If you apply after the cutoff dates, your application will be reviewed in the next round. Cutoff dates are as follows:
March 20, 2020 April 17, 2020 No applications will be accepted after the final closing date of May 15, 2020. As a Customer Service Representative(CSR), you will contribute to the Agency's mission by:
Answering unscreened calls for continuous periods of time on SSA's national 800 number; Providing quality customer service in a fast-paced, high call volume environment; Conducting interviews to determine the nature of the call; Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively; Providing information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution; Determining eligibility for programs administered by SSA; Using automation tools to access and update information; and Delivering service to customers within agreed service levels and established performance standards. All qualification requirements must be met by the closing date of the announcement. You may qualify at the GS-5 grade level (starting salary $38,2580) if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR B. 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.).; OR C. A combination of successfully completed 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. You may qualify at the GS-6 grade level (starting salary $42,637) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-5 grade level in the Federal service researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information. (Your resume must fully support these responses; otherwise, you will be found ineligible) Substitution of education in lieu of specialized experience may not be used for this grade level. You may qualify at the GS-7 grade level (starting salary $47,380) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-6 grade level in the Federal service independently researching regulations, policies, or procedures to resolve complex issues (e.g. obtaining benefits, payment interruptions, etc.), using a computer to reconcile discrepancies or enter data in databases, and responding to technical inquiries concerning topics such as entitlement to benefits or benefit payments. (Your resume must fully support these responses; otherwise, you will be found ineligible.) Substitution of education in lieu of specialized experience may not be used for this grade level. 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 structured panel interview to demonstrate an aptitude for meeting and dealing with the public. This interview will be administered/conducted utilizing the Competency Assessment Interview Process (CAIP).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. NOTE:
Previous Meet and Deal results are not valid for this vacancy announcement, you will be required to complete the CAIP assessment.
Estimated Salary: $20 to $28 per hour based on qualifications.
March 20, 2020 April 17, 2020 No applications will be accepted after the final closing date of May 15, 2020. As a Customer Service Representative(CSR), you will contribute to the Agency's mission by:
Answering unscreened calls for continuous periods of time on SSA's national 800 number; Providing quality customer service in a fast-paced, high call volume environment; Conducting interviews to determine the nature of the call; Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively; Providing information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution; Determining eligibility for programs administered by SSA; Using automation tools to access and update information; and Delivering service to customers within agreed service levels and established performance standards. All qualification requirements must be met by the closing date of the announcement. You may qualify at the GS-5 grade level (starting salary $38,2580) if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR B. 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.).; OR C. A combination of successfully completed 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. You may qualify at the GS-6 grade level (starting salary $42,637) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-5 grade level in the Federal service researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information. (Your resume must fully support these responses; otherwise, you will be found ineligible) Substitution of education in lieu of specialized experience may not be used for this grade level. You may qualify at the GS-7 grade level (starting salary $47,380) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-6 grade level in the Federal service independently researching regulations, policies, or procedures to resolve complex issues (e.g. obtaining benefits, payment interruptions, etc.), using a computer to reconcile discrepancies or enter data in databases, and responding to technical inquiries concerning topics such as entitlement to benefits or benefit payments. (Your resume must fully support these responses; otherwise, you will be found ineligible.) Substitution of education in lieu of specialized experience may not be used for this grade level. 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 structured panel interview to demonstrate an aptitude for meeting and dealing with the public. This interview will be administered/conducted utilizing the Competency Assessment Interview Process (CAIP).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. NOTE:
Previous Meet and Deal results are not valid for this vacancy announcement, you will be required to complete the CAIP assessment.
- Department:
0962 Contact Representative - Salary Range:
$38,250 to $61,589 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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