Contact Representative (Call Center) GS-4/5
Apply online through 4/4/2023 at: https://www.usajobs.gov/job/714194200
This opportunity is open to US Citizens and Nationals.
This is NOT a remote work opportunity. Positions may be located in the following locations:
- Cleveland, OH
- Columbus, OH
- Indianapolis, IN
- Limestone, ME
- Texarkana, TX
Telework in the local commuting area may be authorized under agency policy and based upon supervisory determination.
Duties
The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.
The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.
Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.
Provides status on various actions; and inaccuracies and discrepancies in customer account information.
Conditions of Employment
- Must be a U.S Citizen or National
- Registered for Selective Service (males born after 12-31-1959)
- Suitable for federal employment
- This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination
Qualifications
This position will be filled at the entry grade of GS-04 OR GS-05, with full performance level of GS-05.
For the GS-4 Position applicants' resume must demonstrate one year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Generalized experience is defined as: progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.
For the GS-5 Position applicants' resume must demonstrate one year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required.
Specialized experience is defined as: applying regulations, policies and procedures governing pay and other types of transactions sufficient to convey information to customers and other interested parties; explain pay and other types of financial procedures; convey options and resolve problems within automated systems.
Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Education
GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements.
If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply.
To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).
GS-05 Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements.
If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply.
To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html)
Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement.
For more information or to apply visit: https://www.usajobs.gov/job/714194200