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Contact Representative (Customer Service Representative)

Customer Support/Client Care Jobs
Social Security Administration

Job Summary

Full Time
Posted on
April 05, 2018
Social Security Administration
Auburn, WA
Years of Experiences
Career Level
Education Level
$36,213 to $40,365 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

Contact name
DeVonne Williams

Job description

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 caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

All qualification requirements must be met by the closing date of the announcement.
The complete application package must be submitted by 11:59 PM (EST) on 04/18/2018
If you are using experience to qualify, you must have:

GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing all or most of 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 equivalent to the GS-5 level in the Federal Service performing all or most of 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 into 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.


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.).

For GS-6: Substitution of education is not applicable at this grade level.

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.

Military Spouses Eligibility Requirements:
This authority is an additional non-competitive hiring tool which agencies may use to select qualified, eligible individuals. Agencies are not required to use this hiring authority, nor does it entitle spouses to an appointment over any other applicant. Military Spouses eligible under this non-competitive appointment include those who are relocating with their service-member spouse as a result of permanent change of station (PCS) orders, spouses of service members who incurred a 100% disability because of the service member's active duty service, and spouses of service members killed while on active duty. Specific documentation is required to verify eligibility (see Required Documents Section). For additional information, please visit

 To apply for this position, you must provide a complete Application Package which includes:

  • Your Resume

  • The Occupational Questionnaire

  • Additional Required Documents, if applicable (see Required Documents section)

The complete application package must be submitted by 11:59 PM (EST) on 04/18/2018

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

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 Kelly Prater at (206) 615-2164 or

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

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.

To check the status of your application or return to a previous or incomplete application, log in to your USAJOBS account.