Back to Results

Customer Service Representative

Customer Support/Client Care Jobs
Social Security Administration

Job Summary

Full Time
Posted on
July 25, 2017
Company
Social Security Administration
Location
Auburn, WA
Years of Experiences
Career Level
Education Level
Salary
$31,699.00-$57,113.00

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
Beth Willis
Phone
253-288-4465
Email
wa.fo.atsc.recruiting@ssa.gov
Website
https://www.ssa.gov/careers/

Job description

 


 


Social Security Administration


 


Auburn Teleservice Center


 


July 25, 2017


 


 


 


The Auburn Teleservice Center (ATSC) is hiring for the Customer Service Representative (CSR) for the 10:30 am to 7:00 pm shift with the Social Security Administration (SSA). Positions may be filled using the Veterans Recruitment Appointment (VRA) hiring authority.   We are now accepting resumes and supporting documentation through August 18, 2017.


 


 


 


Position Title:                          Customer Service Representative (CSR)


 


 


 


Pay Grade(s):                        GS-4, GS-5, GS-6 and GS-7 ($31,699 - $57,113) 


 


 


 


This is a career-ladder position leading to the GS-8 grade ($48,651 - $63,243)


 


 


 


Location:                                Social Security Administration, Auburn Teleservice Center,


 


                                              1901 C St SW, Auburn WA 98001.


 


About our organization:


 


We are one of the largest independent agencies in the federal government with over 60,000 employees. We work at more than 1,400 field offices and service centers throughout the country, as well as regional and headquarters locations. We provide essential services to our customers at crucial moments throughout their lives. Social Security is committed to helping maintain the basic well-being and protection of the people we serve. We administer the payment of benefits to 60 million people including retirees, children, widows and widowers, and the disabled. From birth, to marriage, and into retirement, we are there to provide support to the public.


 


Eligibility under the VRA:


 


VRA eligibility applies to the following categories: 


Disabled Veterans;


Veterans who served on active duty in the Armed Forces during a war declared by Congress, or in a campaign or expedition for which a campaign badge has been authorized;


Veterans who, while serving on active duty in the Armed Forces, participated in a military operation for which the Armed Forces Service Medal (AFSM) was awarded; and


Veterans separated from active duty within the past 3 years.


Note:  After the individual satisfactorily completes two years of service, the Veteran will be converted noncompetitively to a career or career-conditional appointment.


More information can be found on this link: https://www.fedshirevets.gov/hire/hm/shav/index.aspx 


Duties:


Teleservice Customer Service Representatives (CSRs) provide direct service in a fast-paced environment to beneficiaries and the general public by telephone or in writing. CSRs conduct telephonic 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. CSRs must learn, understand, and be able to explain the technical provisions of the Retirement, Survivor, Medicare, Disability and Supplemental Security Income benefits.


Our new CSRs can expect to receive 16 weeks of comprehensive training beginning with their first day on the job. 


Qualifications:


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


We are looking for U.S. Citizens who are quick learners with good written and oral communication skills, strong customer service skills, and the ability to handle a fast-paced and structured environment.


Applicants must possess one year of specialized experience that is directly related to the position to be filled. This experience should equip the candidate with the particular knowledge, skills, and abilities needed to successfully perform the duties of the position. Examples of specialized experience include applying and interpreting laws, rules, regulations and written guidelines; communicating orally in order to provide information, assistance, or instructions to members of the general public; performing administrative and clerical processes using a computer to reconcile discrepancies; and writing correspondence in response to inquiries.


Eligible 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. 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.


The job description for each position held on your resume will be used in determining if your skills and experiences meet the qualification requirements


If you are using experience to qualify, you must have:


GS-4:  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.


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.


GS-7:  52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing all or most of the following tasks: 1) Researching Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; 2) Explaining legal provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) 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 benefit entitlement, benefit payments, etc.


Eligible 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. 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.


Substitution of Education:



Education may be substituted for experience and will be made in accordance with the OPM Operating Manual, Qualification Standards for General Schedule Positions. Selectees who use education to qualify will be asked to provide unofficial transcripts upon selection.


For GS-4: Successful completion of a full 2-year course of progressive study above high school (e.g., 60 semester hours, 90-quarter hours, associate’s degree, etc.).


For GS-5: Successful completion of a full 4-year course of study in any field leading to a bachelor’s degree. One year of study is defined as 30 semester hours or 45 quarter hours.


Combining Education and Experience:


Experience and education can be combined to meet the minimum qualification requirements for the position at the GS-4 or GS-5 grade levels.  Experience and education should be computed as percentages of the overall requirements and must equal 100% when combined.


The job description for each position held on your resume will be used in determining if your skills and experiences meet the qualification requirements. (See Important Note Below)


HOW TO APPLY: 


Complete your “federal resume”.  Keep in mind that “federal resumes” require more details in order to qualify for the position.    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 (i.e. “MM/YY to MM/YY”).   Please see the attached “Tips for Completing a Federal Resume.”


Verify that you have all the required supporting documents such as your DD-214 Member Copy 4, Veterans’ Administration disability letter, and SF-15 if you are claiming veterans’ preference and/or unofficial college transcripts to substitute education for experience.  Veterans’ documents and unofficial transcripts must be submitted at the time of application.


Email your federal resume and all of your required supporting documents to the Auburn Teleservice Center Recruitment Office at wa.fo.atsc.recruiting@ssa.gov


If you are qualified, we will contact you to arrange an interview.  


If you have any questions, please contact the Auburn Teleservice Center Recruitment Team at wa.fo.atsc.recruiting@ssa.gov, or by calling (253) 288-4462, (253) 288-4463, (253) 288-4464 or (253) 288-4465.