New job Contact Representative (Customer Service Representative) in Florida
|Contact Representative (Customer Service Representative)|
Contact Representative (Customer Service Representative)
Company : US Social Security Administration
Salary : $39,311 - $51,103 a year
Location : Florida
This position is located in the SOCIAL SECURITY Fort Walton Beach Field Office located at 111-B RACETRACK RD NW, FORT WALTON BEACH , FL 32547.
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.
Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.
Job family (Series)
0962 Contact Representative
- Customer Service Representatives
- Representatives, Customer Service
Conditions of Employment
- Proof of ICTAP or VEOA eligibility required
- 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
- All qualification requirements must be met by the closing date of the announcement
- ICTAP eligibles in the (Fort Walton Beach, North Florida) local commuting area only
QualificationsApplicants must have 52 weeks of specialized experience at the next lower grade level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position.
GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service 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.
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 are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.
Qualification requirements must be met by the closing date of this announcement.
Applicants for promotion to GS-6 must have 52 weeks at GS-5.
Time in grade requirement must be met by the closing date of this announcement.
For GS-6: Substitution of education is not applicable at this grade level.
In addition to the minimum qualifications, applicants must be eligible under one of the following categories:
- Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) in the Fort Walton Beach, North Florida local commuting area only.
- Veterans who are eligible for preference OR who have been separated from the armed forces under honorable conditions after 3 or more years of continuous service, including veterans who were separated shortly before completing the required 3-year period, are eligible for consideration under the Veterans Employment Opportunity Act (VEOA).
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
This is a career-ladder position leading to the GS-8 grade level.
Additional selections may be made for this vacancy six months from the closing date of this announcement.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
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 occupational 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:
- Knowledge of the laws, regulations, procedures and online services
- Ability to use online technology, automation tools and web-based applications.
- Ability to organize, prioritize and multi-task.
- Ability to communicate orally
- Ability to communicate in writing
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/11248219
Background checks and security clearance
Drug test required
Position sensitivity and risk
Moderate Risk (MR)
Trust determination process
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.
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. Candidates 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.
In addition to meeting the basic eligibility criteria, ICTAP applicants must be well qualified for the position. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Under numeric rating procedures, qualified ICTAP applicants must receive a rating of 85 or higher to be eligible for selection.
PROOF OF VEOA ELIGIBILITY: Applicants for consideration under the VEOA appointment authority must submit a copy of your military discharge certificate (DD 214 member 4 copy), official statement of service from your command if you are currently on active duty, or other proof of eligibility. To be acceptable, the document must show Character of Service. For more information visit the Vet Guide.
PROOF OF VEOA ELIGIBILITY: Applicants for consideration under the VEOA appointment authority include those eligible for veterans' preference (see below paragraph on Veterans' Preference) OR have been separated from the armed forces under honorable conditions after 3 or more years of continuous service, including veterans who were separated shortly before completing the required 3-year period. Applicants must submit a copy of your military discharge certificate (DD 214 member 4 copy), official statement of service from your command if you are currently on active duty, or other proof of eligibility. To be acceptable, the document must show Character of Service. For more information visit the Vet Guide
IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans' preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.
Military Spouse Appointing Authority: You may be eligible for an appointment under the Military Spouse Appointing Authority if your enlisted spouse: 1) receives orders specifying a permanent change of station (PCS) (not for training); 2) has a 100% disability rating 3) died while on active duty 4) is currently called to active duty. 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 PCS 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, statement from military installation certifying current active duty etc.).
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.
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.
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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.
This job is open to
Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Clarification from the agency
ICTAP eligibles in the Fort Walton Beach, North Florida local commuting area only. Applications will also be accepted under the Veterans Employment Opportunity Act (VEOA) for preference eligibles OR veteran separated from the armed forces after 3 or more years of continuous active service performed under honorable conditions and individual eligible under the Military Spouse Hiring Authority. This includes veterans who were separated a few days before the full 3-year period.