Contact Representative (Customer Service Representative)
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-4 grade level (starting salary $38,069) 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. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR B. Completion of a full 2-year course of study above high school (e.g., 60 earned semester hours, 90 earned quarter hours, associates, etc.).; OR C. A combination of successfully completed education course work above high school level 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. 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. 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.
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-4 grade level (starting salary $38,069) 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. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR B. Completion of a full 2-year course of study above high school (e.g., 60 earned semester hours, 90 earned quarter hours, associates, etc.).; OR C. A combination of successfully completed education course work above high school level 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. 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. 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:
$38,069 to $49,487 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
