Company: US Other Agencies and Independent Organizations
Location: Morrow, GA 30260

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Job details
Salary

$36,786 – $59,233 a year

Job Type
Full-time
Part-time
Full Job Description

    Duties

    Summary

    This position is located in the Morrow (Southlake), Georgia District Office at 6670 Merchants Way Morrow, GA 30260

    Additional selections may be made for this vacancy six months from the closing date of this announcement.

    This is a career-ladder position leading to the GS-8 grade level.

    Responsibilities

    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.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    8

  • Job family (Series)

    0962 Contact Representative

  • Requirements

    Requirements

    Conditions of Employment

    • U.S. Citizenship required
    • Must have a qualifying degree or certificate
    • Background and/or security investigation required
    • Job offers are contingent on background / security investigation results
    • Selectees are required to serve a trial period
    • Relocation expenses will not be paid
    • Selective Service Registration, if applicable (www.sss.gov)
    • Fluent in both Vietnamese and English

    Qualifications

    To qualify for the Recent Graduates Program, applicants must have completed all requirements of an academic course of study leading to an associates, bachelor’s, master’s, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution within the 2 years preceding the closing date of this announcement. Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study.

    FOR RECENT GRADUATE ELIGIBILITY: The transcript(s) or official letter from the registrar’s office MUST include the date your degree or certificate was conferred. Applications will not be considered without this documentation. NOTE: Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.

    Proof of education must be submitted with your application package and received by the closing date of the announcement. Candidates must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors.

    All 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 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 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.

    GS-7: 52 weeks of full-time specialized experience equivalent to the GS-6 level in the Federal Service performing 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 a large volume 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.

    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.

    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.

    BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Vietnamese. Applicants will be required to pass an interview designed to assess possession of this ability.

    Education

    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-6/7/8: 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.

    Additional information

    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 http://www.sss.gov.

    The SSA Recent Graduates Program (Program) provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. Program participant(s) are placed in excepted service appointments, not-to-exceed 2 years.

    Note: This position is being filled on a full-time basis. This is a 2-year developmental program. After successful completion of the program, you may be non-competitively converted to a term (not to exceed 1-4 years) or permanent appointment.

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    Numerical scores will be assigned on a scale of 100. Each applicant who meets the qualification requirements for the position will be assigned a rating of 70 or more and will be eligible for appointment. Preference eligible veterans scoring 70 or more will receive additional points for veterans’ preference.

    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 communicate orally
    • Ability to interpret and apply laws, regulations and operating procedures
    • 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

    Qualified applicants will be placed in categories according to veterans’ preference status:

    • 10-point preference eligible veterans with a compensable service-connected disability rating of 10 percent or more;
    • Other 10-point preference eligible veterans
    • 5-point preference eligible veterans
    • Veterans eligible for Sole Survivorship Preference
    • All other applicants

    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/10779602

    For additional information see: What to include in your resume.

    Background checks and security clearance

    Security clearance

    Not Required

    Drug test required

    No

    Position sensitivity and risk

    Noncritical-Sensitive (NCS)/Moderate Risk

    Trust determination process

    Suitability/Fitness

  • Required Documents

    Required Documents

    You must submit supporting documentation by the closing date of the vacancy announcement to qualify for the Recent Graduate Program and claim certain types of preference.

    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.

    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 an Application for 10-Point Veterans’ Preference (SF 15) and the required documentation specified on the reverse of the SF-15. Applicants claiming derived preference must submit 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.

    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.

    For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp.

    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.

  • Benefits

    Benefits

    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.

Help

This job is open to

  • Recent graduates

    Individuals who have graduated from an accredited educational institute or certificate program within the last 2 years or 6 years for Veterans.

Clarification from the agency

Recent Graduates