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Social Security Administration Contact Representative (Customer Service Representative) in Auburn, Washington

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 Auburn Teleservice Center at 1901 C Street SW, Auburn, Washington. NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made within six months from the closing date of this announcement. 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. Requirements Conditions of Employment Qualifications All qualification requirements must be met by the closing date of the announcement. You may qualify at the GS-4 grade level if you possess one of the following: A. 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. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR B. 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.). OR C. A combination of successfully completed education course work and experience. Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined. (Education above the high school level is creditable toward meeting the minimum qualifications requirement.) 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. 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 Cut off dates will be the 15th and 30th of each month. Applications submitted by the cut off dates will get first consideration for that group. NOTE: This position is not currently virtual or eligible for out stationing. Selectee will be required to report to their assigned duty location at the Auburn Teleservice Center in Auburn, WA. Telework is currently available 4 days a week. This is subject to change per agency policy. Candidates must be available to work from 10:00 a.m. to 6:30 p.m. This is a bargaining unit position, represented by AFGE. 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. 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.