Contact Representative (Customer Service Representative)

• 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
  • Must pass Competency Assessment Interview Process
  • Selectees are required to complete a 11-13 week technical training class
  • Relocation expenses will not be paid

  Qualifications

  All qualification requirements must be met by the closing date of the announcement.

  You may qualify at the GS-5 grade level (starting salary $35,624) 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 $39,711) 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.

  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 may not be valid for this vacancy announcement; you may be required to complete the CAIP assessment

  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.

  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.

  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.

  Additional information

  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 the step one unless they have prior federal experience with no break in service.

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

  Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

  RESUME: Your resume must provide specific details as to how your experience meets the qualifications for this position. When describing your experience in your resume, please be specific. We will not make assumptions regarding your experience. Please 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.

   

  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 questionnaire. Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include:

  • Ability to communicate orally using a variety of styles and techniques in a fast-paced environment.
  • Knowledge using and interpreting policies and procedures to assist others.
  • Ability to recognize, analyze, and solve a variety of problems.
  • Ability to communicate in writing.
  • Ability to operate computer equipment and use various software.
  • Skill in influencing others and gaining cooperation to achieve a desired result.

  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/11198801.

  For additional information see: What to include in your resume.

  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.

  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 Well Qualified category and be given selection priority.

  Background checks and security clearance

  Security clearance

  Not Required

  Drug test required

  No

  Position sensitivity and risk

  Moderate Risk (MR)

  Trust determination process

  Suitability/Fitness

• Required Documents

  Required Documents

  You must 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 and 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 wish to receive consideration for veteran’s preference you must submit a copy of your veteran’s documentation including a DD-214 (member 4 copy preferred, however, the documentation provided must contain dates and character of service) along with a VA letter, SF-15, etc., if applicable. 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 by the direction of military members’ military personnel offices, unit commanders or higher headquarters.

  For more information, visit the Vet Guide.

  MILITARY SPOUSE APPOINTING AUTHORITY. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. 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 active military 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, etc.). You are no longer eligible if you remarry.

  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. 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.

Help

This job is open to

• • Career transition (CTAP, ICTAP, RPL)
    

    Federal employees who meet the definition of a “surplus” or “displaced” employee.

• Military spouses
  

• The public
  

  U.S. citizens, nationals or those who owe allegiance to the U.S.