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Contact Representative (Customer Service Representative) - Direct Hire

Posted on: May 26, 2024

US Government Other Agencies and Independent Organizations
La mesa, California
Salary: Not Available
Full-time

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Contact Representative (Customer Service Representative) - Direct Hire

Job Title :

Contact Representative (Customer Service Representative) - Direct Hire

Job Type :

Full-time

Job Location :

La mesa California United States

Remote :

Yes

Job Description :

Summary

This position is located in SSA Offices across the San Francisco Region (AZ, CA, HI/Pacific Area, NV).

Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001), open to all U.S. citizens. Selections made under this bulletin will be processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA, Veterans Preference and the \"Rule of Three\" do not apply.

Learn more about this agency

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Overview

* Accepting applications
* Open & closing dates

05/24/2024 to 05/31/2024

* Salary

$39,576 - $79,331 per year

* Pay scale & grade

GS 5 - 7

* Help

Locations

* Pago Pago, AS

* Apache Junction, AZ

* Casa Grande, AZ

* Douglas, AZ

* Show more locations (128)
* Flagstaff, AZ

* Glendale, AZ

* Globe, AZ

* Mesa, AZ

* Nogales, AZ

* Phoenix, AZ

* Prescott, AZ

* Safford, AZ

* Sells, AZ

* Show Low, AZ

* Tucson, AZ

* Yuma, AZ

* Alhambra, CA

* Anaheim, CA

* Antioch, CA

* Auburn, CA

* Bakersfield, CA

* Berkeley, CA

* Blythe, CA

* Brea, CA

* Burbank, CA

* Campbell, CA

* Chatsworth, CA

* Chico, CA

* Chula Vista, CA

* Compton, CA

* Concord, CA

* Crescent City, CA

* Daly City, CA

* Delano, CA

* El Cajon, CA

* El Centro, CA

* El Monte, CA

* Eureka, CA

* Fontana, CA

* Fountain Valley, CA

* Fremont, CA

* Fresno, CA

* Garden Grove, CA

* Gilroy, CA

* Glendale, CA

* Glendora, CA

* Hanford, CA

* Hayward, CA

* Hemet, CA

* Huntington Park, CA

* Indio, CA

* Inglewood, CA

* La Mesa, CA

* Lakeport, CA

* Lakewood, CA

* Lancaster, CA

* Lodi, CA

* Long Beach, CA

* Los Angeles, CA

* Madera, CA

* Manteca, CA

* Merced, CA

* Mission Viejo, CA

* Modesto, CA

* Montebello, CA

* Moreno Valley, CA

* Mountain View, CA

* Napa, CA

* National City, CA

* Needles, CA

* Norwalk, CA

* Oakland, CA

* Oceanside, CA

* Ontario, CA

* Oroville, CA

* Oxnard, CA

* Palm Springs, CA

* Pasadena, CA

* Placerville, CA

* Pomona, CA

* Porterville, CA

* Redding, CA

* Redwood City, CA

* Richmond, CA

* Riverside, CA

* Roseville, CA

* Sacramento, CA

* Salinas, CA

* San Bernardino, CA

* San Diego, CA

* San Fernando, CA

* San Francisco, CA

* San Jose, CA

* San Leandro, CA

* San Luis Obispo, CA

* San Marcos, CA

* San Mateo, CA

* San Rafael, CA

* Santa Ana, CA

* Santa Barbara, CA

* Santa Clarita, CA

* Santa Cruz, CA

* Santa Maria, CA

* Santa Rosa, CA

* Sonora, CA

* Stockton, CA

* Suisun City, CA

* Susanville, CA

* Thousand Oaks, CA

* Torrance, CA

* Ukiah, CA

* Vallejo, CA

* Ventura, CA

* Victorville, CA

* Visalia, CA

* Watsonville, CA

* West Covina, CA

* Whittier, CA

* Yreka, CA

* Yuba City, CA

* Yucca Valley, CA

* Guam, GU

* Hilo, HI

* Honolulu, HI

* Kapolei, HI

* Lihue, HI

* Wailuku, HI

* Saipan, Mariana Island, MP

* Elko, NV

* Henderson, NV

* Las Vegas, NV

* Reno, NV

* Remote job

No

* Telework eligible

Yes-as determined by the agency policy.

* Travel Required

Not required

* Relocation expenses reimbursed

No

* Appointment type

Permanent

* Work schedule

Full-time

* Service

Competitive

* Promotion potential

8

* Job family (Series)

0962 Contact Representative

* Supervisory status

No

* Security clearance

Not Required

* Drug test

No

* Position sensitivity and risk

Moderate Risk (MR)

* Trust determination process

Suitability/Fitness

* Announcement number

DHA-SC12426721-24-AXB

* Control number

792771300

Help

This job is open to

* Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a \"surplus\" or \"displaced\" employee.

* The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

All U.S. Citizens

Videos

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Duties

Field Offices:

Once selected for the Customer Service Representative (CSR) 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.

Teleservice Centers:

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. This involves receiving incoming calls through SSA's National 800 number and conducting interviews to determining the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtaining information in order to determine eligibility for programs administered by SSA; and using automation tools to access and update information about claims or potential eligibility.

Processing Service Centers:

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. This involves speaking with customers by telephone through SSA's National 800 number. You are also 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 initiating contact with beneficiaries or their representatives to obtain information regarding eligibility and entitlement for programs administered by SSA, and using automation to access and update information about claims or potential eligibility.

As a Customer Service Representative, you must be knowledgeable about Social Security programs and be able to explain complex concepts to members of the public who contact the agency. If selected, you will be given extensive training to prepare you to perform the position.

Customer Service Representatives provide assistance to beneficiaries and the general public in person, by telephone, or in writing; 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.

* 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.

Help

Requirements

Conditions of Employment

* U.S. Citizenship required
* Selective Service Registration, if applicable (www.sss.gov)
* 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.

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 (opm.gov)

Additional information

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

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 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 www.sss.gov.

Read more

* Benefits

Help

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. Opens in a new windowLearn 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.

How You Will Be Evaluated

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

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/12426721
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* Benefits

Help

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. Opens in a new windowLearn 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.

* Required Documents

As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

You must also submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.

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).

For additional information see: What to include in your resume

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.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

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. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. 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.
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Veteran's preference does not apply under this Direct Hire Authority.

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.

* How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

* To begin the application process, click the Apply Online button.
* Answer the questions presented in the application and attach all necessary supporting documentation (see Required Documents section).
* Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.

You may update your application, including supporting documentation, at any time during the announcement open period by returning to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit

https://www.usajobs.gov/Help/how-to/application/status/.
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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 Angie Bill at

angie.bill@ssa.gov

(510) 970-2843

.

Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunications Relay Services to call the listed phone number. Additional Telecommunications Relay Services options are available in each state:

https://www.fcc.gov/general/trs-state-and-territories
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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.

Agency contact information

Angie Bill

Email

angie.bill@ssa.gov

Address

Region 9 - San Francisco

1221 Nevin Avenue

Richmond, CA 94801

US

Learn more about this agency

Next steps

Once you have successfully submitted all of the required application materials and assessments, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.

Selection interviews may be conducted with one or more of the candidates, but there is no requirement that interviews be conducted. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final notice after selections have been made.

* Fair and Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

* Equal Employment Opportunity (EEO) Policy
* Criminal history inquiries
* Reasonable accommodation policy
* Financial suitability
* Selective Service
* New employee probationary period
* Signature and false statements
* Privacy Act
* Social security number request

Help

Required Documents

You must also submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.

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).

For additional information see: What to include in your resume

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.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcrip..Job text has been truncated here but will be shown when you apply.