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Contact Representative (Customer Service Representative)

Customer Support/Client Care Jobs
Social Security Administration

Job Summary

Full Time
Posted on
June 20, 2017
Company
Social Security Administration
Location
Auburn, Washington
Years of Experiences
Career Level
Student (Undergraduate/Graduate), Entry Level, Experienced (Non-Manager)
Education Level
High School or equivalent, Certification, Vocational, Some College Coursework Completed , Associate Degree, Bachelor's Degree, Master's Degree, Doctorate, Professional
Salary
$35,464.00 to $51,396.00 / Per Year

About Social Security Administration

At Social Security we offer several career options for people who have proudly served our country. With so many diverse career fields available in our agency, your solid military experience and willingness to selflessly serve can avail you a rewarding career in public service. To learn more about opportunities for veterans, visit FedsHireVets.gov

Contact name
Carl Overdahl
Phone
Email
wa.fo.atsc.recruiting@ssa.gov
Website
https://www.ssa.gov/careers/

Job description

To apply, you must go to https://www.usajobs.gov/GetJob/ViewDetails/471679700. You must also complete the assessment questionaire and upload a resume. In order for your application package to be considered, it must be submitted online by 07/03/17 at 11:59 P.M. PST.


 


Job Overview


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.

This position is located in the Auburn Teleservice Center at 1901 C St SW, Auburn, WA.

NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made within six months from the closing date of this announcement.

This is a career-ladder position leading to the GS-8 grade level.

NOTE: Applicants must be available to work the 10:30 a.m. - 7:00 p.m. shift.


 



Duties



Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the callers question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.





Travel Required



  • Not Required




Relocation Authorized



  • No


Job Requirements



Key Requirements



  • U.S. Citizenship Required

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

  • Background and/or Security Investigation Required

  • Selectees are required to serve a 1 year probationary period

  • Relocation expenses will not be paid

  • Complete the initial online assessment and USA Hire Assessment, if required

  • Selectees required to complete a 16 week technical training class



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: 52 weeks of full-time specialized experience performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.

GS-6: 52 weeks of full-time specialized experience performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

Important Note: Your resume must indicate the specific number of hours worked per week for each position you've held. You should not use a range of hours (i.e., 20-30) to indicate the number of hours worked per week. 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.

AND

Your resume must indicate both a beginning and ending date for each position you've held. Your beginning and ending dates must include at least a month and year.



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: There is no substitution of education for specialized experience at this grade level.

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. Example: Three years of college coursework plus 6 months specialized experience is qualifying for the GS-5 level.




SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel 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. Candidates 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 Meet and Deal panel interview, you will not qualify for the job. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.

PLEASE NOTE: Applicants who did not pass the Meet and Deal Interview must wait 1-year from the prior interview date before they may be interviewed again for the same position at the Auburn Teleservice Center.




Security Clearance


Public Trust - Background Investigation