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Social Security Administration Contact Representative (Customer Service Representative) Recent Graduates in Tampa, Florida

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 Tampa Teleservice Center at 500 East Zack Street, Tampa, FL 33602

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

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. You may qualify at the GS-6 grade level (starting salary $38,921) if you possess 52 weeks of full-time specialized experience, equivalent to the GS-5 grade level in the Federal service researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information. (Your resume must fully support these responses; otherwise, you will be found ineligible) 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. NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

Substitution of education in lieu of specialized experience may not be used for this grade level. 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. 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.

Additional Information

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 have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov. The SSA Recent Graduates 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.

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