Description
Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA's National 800 number.
Watch what Customer Service Teleservice Representatives do!
This position is located in the Phoenix Teleservice Center at 2700 N. Central Ave, Phoenix, AZ.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.
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.
Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.As a Customer Service Representative(CSR), you will contribute to the Agency's mission by:
Answering unscreened calls for continuous periods of time on SSA's national 800 number;
Providing quality customer service in a fast-paced, high call volume environment;
Conducting interviews to determine the nature of the call;
Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively;
Providing information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution;
Determining eligibility for programs administered by SSA;
Using automation tools to access and update information; and
Delivering service to customers within agreed service levels and established performance standards.
All qualification requirements must be met by the closing date of the announcement.
You may qualify at the GS-5 grade level (starting salary $36,172) if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR
B. 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.).; OR
C. A combination of successfully completed 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.
You may qualify at the GS-6 grade level (starting salary $40,321) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-5 grade level researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information. (Your resume must fully support these responses; otherwise, you will be found ineligible)
Substitution of education in lieu of specialized experience may not be used for this grade level.
You may qualify at the GS-7 grade level (starting salary $44,806) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-6 grade level independently researching regulations, policies, or procedures to resolve complex issues (e.g. obtaining benefits, payment interruptions, etc.), using a computer to reconcile discrepancies or enter data in databases, and responding to technical inquiries concerning topics such as entitlement to benefits or benefit payments. (Your resume must fully support these responses; otherwise, you will be found ineligible.)
Substitution of education in lieu of specialized experience may not be used for this grade level.
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.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.