Customer Service Representative
Social Security Administration
- ##### Open & closing dates
- ##### Service
- ##### Pay scale & grade
- ##### Salary
- ##### Appointment type
- ##### Work schedule
Many vacancies in the following location:
This position is located in the Auburn Teleservice Center, 1901 C
Street SW, Auburn Washington.
This position is being filled on a full-time, permanent basis.
Work hours: 10:30am - 7:00pm
This is a career-ladder position leading to the GS-8 grade level.
Learn more about this agency
Once selected for the Customer Service Representative position in
SSA, you will contribute to the Agency's mission through direct
service to the public. This involves receiving incoming calls
through SSA's National 800 number and conducting interviews to
determining the nature of the call or provide information on SSA
laws, rules and regulations and Medicare Insurance Programs;
obtaining information in order to determine eligibility for programs
administered by SSA; and using automation tools to access and update
information about claims or potential eligibility.
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)
- Customer Service Representatives
- Representatives, Customer Service
- 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
- 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
- Relocation expenses will not be paid
**All qualification requirements must be met by the closing date of
If you are using experience to qualify, you must have:**
GS-4: 52 weeks of full-time general experience performing
progressively responsible clerical, office, or other work that
indicates ability to acquire competencies needed to perform the
duties of the position.
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
Meet and Deal Panel Interview: Applicants will be required to
participate in a structured panel interview to demonstrate an
aptitude for meeting and dealing with the public. This interview
will be administered/conducted utilizing the Competency Assessment
Interview Process (CAIP).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-4: Successful completion of a full 2-year course of study
above high school (e.g., 60 earned semester hours, 90 earned quarter
hours, associates degree, etc.).
COMBINING EDUCATION AND EXPERIENCE: Experience and education as
described above may be combined to meet the minimum qualification
GS-4: Education above the high school level is creditable toward
meeting the minimum qualifications requirement.
Note: Experience and education will be computed as percentages
of the overall requirements and must equal to 100 percent when
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.
Additional selections may be made within six months from the closing
date of this announcement.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the
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
- Ability to communicate orally.
- Ability to use the computer and web-based applications.
- Ability to use reasoning to analyze issues in order to make
- Ability to organize, prioritize, and process a large volume of
- Ability to communicate in writing.
instructions carefully. Errors or omissions may affect your
evaluation. The questionnaire takes approximately 15 minutes to
complete. To preview the questions, click the following
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
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.
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
Drug test required
- Required Documents
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.
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