Contact Representative (Bilingual/Spanish)

Employer
USAJobs
Location
Baltimore, Maryland
Posted
Apr 20, 2021
Closes
Apr 24, 2021
Function
Administrative
Hours
Full Time
Duties

Summary

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 Social Security Administration, Baltimore Teleservice Center at 600 Wabash Avenue Baltimore, MD 21215.

NOTE: This position is being filled on a full-time, permanent basis.

Learn more about this agency

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

Requirements

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


Qualifications

All qualification requirements must be met by the closing date of the announcement.

You may qualify at the GS-5 grade level (starting salary $51,5920 if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, 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.

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.

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

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 .

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.

Additional information

The shift will include a start time between 9:30am and 11:00am. with an end time between 6:00pm and 7:30pm.

This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at the step one unless they have prior federal experience with no break in service.

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

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 communicate orally using a variety of styles and techniques in a fast-paced environment.
  • Knowledge using and interpreting policies and procedures to assist others.
  • Ability to recognize, analyze, and solve a variety of problems.
  • Ability to communicate in writing.
  • Ability to operate computer equipment and use various software.
  • Skill in influencing others and gaining cooperation to achieve a desired result.
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/11085973 .

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

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

Security clearance
Not Required

Drug test required
No

Position sensitivity and risk
Moderate Risk (MR)

Trust determination process
Suitability/Fitness

Required Documents

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.

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

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 SF-15, the Veteran's DD-214 (to verify character of service) 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.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. 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 active military 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, etc.). You are no longer eligible if you remarry.

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.

Similar jobs

More searches like this