Contact Representative (Customer Service Representative)
Mid-America Program Service Center, 601 E. 12th Street, Kansas City, MO 64106
Customer Service Representatives (CSR) in the Program Service Center play a vital role delivering Social Security benefits and services to the public. As a CSR, you would be responsible for providing the public with information about SSA’s programs and services, reviewing and evaluating information to determine eligibility for the benefits SSA administers, and updating records using SSA’s computer systems.
Social Security helps people through their life’s journey in many ways. You will make a positive difference in the lives of people, from all walks of life, who need help applying for retirement, disability, and other critical benefits and services.
Requirements
Conditions of Employment
- U.S. Citizenship required
- Selective Service Registration, if applicable (www.sss.gov)
- Fingerprinting and background and/or security investigation may be required
- Job offers are contingent on fingerprinting and background / security investigation results
- Selectees may be required to serve a 1 year probationary period
- Relocation expenses will not be paid
- All qualification requirements must be met by the closing date of the announcement
- Must pass Competency Assessment Interview Process (CAIP) interview.
- Selectees are required to complete a 18 week technical training class.
- Selectees will be required to attend and successfully complete, formal technical training onsite at a designated SSA facility.
Qualifications
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: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records, documents or benefit/financial accounts which involve applying laws, rules or regulations and written established guidelines and procedures (e.g., basic accounting, accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.
GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules, policies, procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held.
GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; OR (2)Explaining legal or medical provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds. Please include examples of your experience within your resume for each position held.
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.
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. (https://www.edupass.org/admissions/requirements-for-applying-college-in-the-usa/)
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.).
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.
For information on providing proof of education or substituting education for experience, visit General Schedule Qualification Standards (opm.gov)
Additional information
This position is located in the Kansas City Teleservice Center at 601 E 12th St, Kansas City, MO, 64106.
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 Representatives in the Teleservice Center do! (https://app.frame.io/reviews/aac5255b-ef4d-4549-a2e4-05817741677c/9626dadb-2146-4cc6-8e1d-134ae388ee52)
This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level ($55,143.00 to $71,684.00). Normally candidates are hired at step one unless they have prior federal experience with no break in service. GS positions have salary increases based on the number of years of successful performance. The longer you work for SSA, the more your salary will grow! See OPM GS Pay Schedules (https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/) for more information on GS pay tables and locality pay.
This is a bargaining unit position represented by the American Federation of Government Employees.
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.
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.
- Earn 13 paid vacation days a year, then, 20 days a year after 3 years, 26 days a year after 15 years
- Earn 13 paid sick days each year
- 11 paid Federal holidays
- Health benefits including medical, dental, and vision; and accessto flexible spending accounts
- Life insurance
- Pension benefits under the Federal Employees RetirementSystem
- Optional Thrift Savings Plan (similar to a 401K). Thegovernment matches your contribution up to 5% of your salary.
- Flexible work schedules
- Potential overtime opportunities
- Potential telework opportunities
- Eligibility for the Public Service Student Loan Forgiveness Program
RESUME: You must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, dates of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualifications for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day, and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
For additional information see: What to include in your resume (https://help.usajobs.gov/how-to)
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.
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. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. 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.
Veteran's preference does not apply under this Direct Hire Authority.
Job Type: Full-time
Pay: $40,196.00 - $64,732.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
- Call center
- Hybrid work
- Office
Ability to Relocate:
- Kansas City, MO 64106: Relocate before starting work (Required)
Work Location: Hybrid remote in Kansas City, MO 64106
