Contact Representative Customer Service Jobs Vacancy in Federal Government Portland
Federal Government Portland urgently required following position for Contact Representative Customer Service. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.
Contact Representative Customer Service Jobs Vacancy in Federal Government Portland Jobs Details:
- Provide assistance to beneficiaries and the general public in person, by telephone, or in writing;
- 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.
Job family (Series)
0962 Contact Representative
- Customer Service Representatives
- Representatives, Customer Service
Conditions of Employment
- 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
- Selectees are required to serve a 1-year probationary period
- Must pass Meet-and-Deal panel interview
- Selectees are required to complete a 11-13 week technical training class
- Relocation expenses will not be paid
QualificationsAll 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 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.
Important Note: Your resume MUST indicate the specific number of hours worked per week for each position you have held. This is required no matter how long you have been in the position. Additionally, your resume must indicate both a beginning and ending date for each position you have held. Your beginning and ending dates must include at least a month and year.
NOTE: 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 pro-rated in crediting experience (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months experience).
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.
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-6/7: Substitution of education is not applicable at these grade levels.
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.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov .
How You Will Be Evaluated
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 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:
- Ability to interpret and apply laws, regulations and operating procedures.
- Ability to communicate orally.
- Ability to use the computer and web-based applications.
- Ability to use reasoning to analyze issues in order to make decisions and resolve problems.
- Ability to organize, prioritize, and process a large volume of work within established deadlines.
- Ability to communicate in writing.
Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:
1) Qualified Category - Candidates who meet the Minimum Qualification Requirements.
2) Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
3) Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.
Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.
ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.
Background checks and security clearance
Public Trust - Background Investigation
You must submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.
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 and 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.
VETERANS' PREFERENCE: If you are claiming veterans' preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15, Application for 10-Point Veterans' Preference (SF 15) . Applicants claiming derived preference must submit the veteran's DD 214, the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. 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.
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. Learn more about federal benefits .
Review our benefits
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.
Once selected for the Customer Service Representative (CSR) 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.
This position is located in the Portland East District Office at 17925 SE Division Street, Portland, Oregon.
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.