Contact Representative (Customer Service Representative) (Recent Graduate)

Full Time

Website Social Security Administration

We are looking for innovative, self motivated individuals that want to “Make a Difference!” Please look at the wide variety of career opportunities that we offer .

Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA’s National 800 number.
Salary : $35,639 – $46,330 per year
  • Announcement number: SX22-CRW-11498914
  • Control number: 654152900

Duties

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.

Requirements

Conditions of Employment

U.S. Citizenship required

Must have a qualifying degree or certificate at the time of appointment

Fingerprinting and background and/or security investigation required

Job offers are contingent on fingerprinting and background / security investigation results

Selectees are required to serve a trial period

Relocation expenses will not be paid

Selective Service Registration, if applicable (www.sss.gov)

Must pass Meet-and-Deal panel interview

Selectees are required to complete a 16-18 week technical training class

As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19. See Additional Information section.

Candidates must be available to work from 10:00 a.m. to 6:30 p.m.

Qualifications

To be considered for selection, you must be eligible for the Recent Graduate Program AND meet the qualifications specified for the posted position(s).

Recent Graduate Program Eligibility
To qualify for appointment to the Recent Graduates Program, you must have completed all requirements of an academic course of study leading to an associate’s, bachelor’s, master’s, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution. Your graduation (degree conferred) date must be within the 2 years preceding your application to this announcement OR no later than 30 days after the closing date of the announcement. Note: See Required Documents section to ensure you provide the correct documentation to prove your Recent Graduates Program eligibility.

Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study, when a qualifying degree or certificate was conferred. Note: See Required Documents section to ensure you provide the correct documentation to prove your Recent Graduates Program and preference eligibility.

Qualifications
You must also meet the below qualifications for the posted position(s) by the closing date of this announcement,09/30/2022.

You may qualify at the GS-4 grade level (starting salary $35,639.00) if you possess one of the following:
A. 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. OR
B. 
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.). (Your resume must fully support these responses; otherwise, you will be found ineligible).

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

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) 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. Applicants 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 CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

PROVIDING PROOF OF EDUCATION OR SUBSTITUTING EDUCATION: Proof of education or education substitutions must be submitted with your application package and received by the closing date of the announcement. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. Note: See Required Documents section to ensure you provide the correct documentation.

Applicants selected for the position must provide an official transcript(s) including the date the degree or certificate was conferred prior to being appointed.

Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

How You Will Be Evaluated

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

Applicants will be evaluated for basic eligibility only. The evaluation you receive is based on your responses to the questionnaire. Your resume and supporting documentation may be compared to your responses to the occupational questionnaire, which is designed to capture the qualification requirements for this position. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.

Qualified applicants will be placed in categories according to veterans’ preference status:

  1. 10-point preference eligible veterans with a compensable service-connected disability rating of 10 percent or more;
  2. Other 10-point preference eligible veterans
  3. 5-point preference eligible veterans
  4. Veterans eligible for Sole Survivorship Preference
  5. All other applicants

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/11498914

Required Documents

You must submit all supporting documentation by the closing date of the vacancy announcement (09/30/2022) to support your eligibility for the Recent Graduates Program, meet specified qualifications for the posted position(s), and claim certain types of preference. Note: Failure to provide required documents may result in non-consideration for the posted position(s).

RESUME: You must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, dates of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualifications for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day, and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).

Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.

Your resume must also support your responses to the online questionnaire. Failure to provide support may result in a lower rating and/or you may be excluded from consideration.

TRANSCRIPTS: Unofficial transcripts from an accredited college or university recognized by the U.S. Department of Education are acceptable to verify that you meet Recent Graduate Program eligibility and specified qualifications requirements. You must submit a legible copy of transcripts or list of college courses with your name, school name, credit or semester hours, major(s), and grade-point average or class ranking. Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.

Note: Your transcripts must show the date the degree was conferred. If you have recently graduated or will soon graduate and the date the degree is conferred is not yet on your transcript, your transcript must be accompanied by a letter from your educational institution (e.g., a letter from the Registrar, Student Counselor, Dean of College, etc.) verifying your degree completion and the date of completion in order to be acceptable. Failure to provide transcripts with proper accompanying documentation may result in non-consideration for this position.

Applicants selected for the position must provide an official transcript(s) including the date the degree or certificate was conferred prior to the effective date of their appointment.

VETERANS’ PREFERENCE: If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD-214 member 4 copy preferred) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must contain dates and show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit an Application for 10-Point Veterans’ Preference (SF 15) and the required documentation specified on the reverse of the 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.

Note: If you are a current active duty military member who does not have a DD-214 and are claiming preference under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces indicating that you will be discharged or released under honorable conditions from active duty within 120 days of the date on the certification. Certifications must be on letterhead from the appropriate military branch and include the following information: military dates of service and expected discharge or release date, the character of service, military rank, type of discharge, and date when terminal leave will begin. Certifications must be signed by or under the direction of military members’ military personnel offices, unit commanders, or higher headquarters.

How to Apply

To apply for this position, you must provide a complete Application Package which includes:

  1. Your Resume
  2. Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar’s office MUST include the date your degree or certificate was conferred OR the anticipated date the degree or certificate is scheduled to be conferred.
  3. The Occupational Questionnaire
  4. Additional Required Documents, if applicable (see Required Documents section)

The complete Application Package must be submitted before midnight (ET) on 09/30/2022.

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Kelli Cowan at Kelli.Cowan@ssa.gov or 206-615-3622.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

To apply for this job please visit www.usajobs.gov.

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