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Contact Representative

4 months ago

Maryland, United States USAJobs Full time
Duties
  • This announcement serves as public notice. Applications submitted will be placed into a pool and will remain on file for selection as positions become available.
  • Vacancies may be filled for up to 6 months after the closing date of this announcement. Applicants may not receive notifications of referral status until the full 6-month eligibility period has elapsed.
  • Applications may also be gathered from additional recruitment sources. These applications will be added to the pool created by this announcement.
  • Cut-Off Dates Will Be Used For This Announcement. First Cut-Off Date to receive applications: April 26, 2024. The Second Cut-Off Date to receive applications: May 17, 2024, The Third Cut-Off Date to receive applications: June 21, 2024

    Requirements

    Conditions of Employment
    • U.S. Citizenship required
    • Selective Service Registration, if applicable )
    • Fingerprinting and background and/or security investigation may be required
    • Job offers are contingent on fingerprinting and background / security investigation results
    • Selectees may be required to serve a 1 year probationary period
    • Relocation expenses will not be paid
    • All qualification requirements must be met by the closing date of the announcement
    • Must pass Competency Assessment Interview Process (CAIP) interview.
    • Selectees are required to complete a 11-13 week technical training class.
    • Selectees will be required to attend and successfully complete, formal technical training onsite at a designated SSA facility.

      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: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records, documents or benefit/financial accounts which involve applying laws, rules or regulations and written established guidelines and procedures (e.g., basic accounting, accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.

      GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules, policies, procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.

      GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; OR (2)Explaining legal or medical provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds. Please include examples of your experience within your resume for each position held.

      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.

      BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Spanish. Applicants will be required to pass an interview designed to assess possession of this ability.

      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: Substitution of education is not applicable at these grade levels.

      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.

      For information on providing proof of education or substituting education for experience, visit General Schedule Qualification Standards )

      Additional information

      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. Watch what Customer Service Representatives in the Teleservice Center do

      This position is located in the Philadelphia Tele-Service Center at 300 Spring Garden Street, Philadelphia, PA 19123.
      This position is located in the Baltimore Tele-Service Center at 6100 Wabash Avenue in Baltimore, MD 21215.

      This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at step one unless they have prior federal experience with no break in service.

      This announcement serves as public notice. Applications submitted be placed into a pool and will remain on file for selection as positions become available. Vacancies may be filled for up to 6 months after the closing date of this announcement. Applicants may not receive notifications of referral status until the full 6-month eligibility period has elapsed . Applications may be gathered from additional recruitment sources.

      This is a bargaining unit position represented by the American Federation of Government Employees.

      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 .

      Pay Tables by Location can be found here: General Schedule

      NOTE: Telework may be available in accordance with agency policy. This IS NOT a virtual position.