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Contact Representative (Customer Service Representative)

Social Security Administration

Job Location:

Napa County, CA - USA

Yearly Salary: USD 50925 - 50925

Posted: 6 October 2026 (5 hours ago)

Application Deadline: 3 January 2027

Vacancies: 1 Vacancy

Job Summary

Summary

Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001) open to all U.S. citizens. Selections made under this bulletin will be processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA Veterans Preference and the Rule of Many do not apply.

NOTE: Telework may be available in accordance with agency policy. This IS NOT a virtual position.

Duties

Once selected for the Customer Service Representative (CSR) position in SSA you will contribute to the Agencys mission through direct service to the public. As the first point of contact you are responsible for assisting beneficiaries or inquirers in person by telephone or in writing to provide information on SSA laws rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA and using automation tools to access and update information about claims or potential eligibility.

As a Customer Service Representative you must be knowledgeable about Social Security programs and be able to explain complex concepts to members of the public who contact the agency. If selected you will be given extensive training to prepare you to perform the position.

Customer Service Representatives provide assistance to beneficiaries and the general public in person by telephone or in writing; Conduct interviews to determine the nature of the callers question or issue; Explain technical information gather facts evaluate evidence and take action to resolve problems relating to all Social Security programs.

Requirements

Conditions of employment

U.S. Citizenship required
Selective Service Registration if applicable ()
Job offers are contingent on fingerprinting and background / security investigation results
Selectees may be required to serve a 1 year probationary period
Relocation expenses will not be paid
All qualification requirements must be met by the closing date of the announcement
Must pass Competency Assessment Interview Process (CAIP) interview.
Selectees are required to complete a 11-13 week technical training class.
Selectees will be required to attend and successfully complete formal technical training onsite at a designated SSA facility.
Candidates will not be hired based on their race sex color religion or national origin.

Qualifications

Resumes exceeding two pages in length will not be considered please visit the new resume guidance for more information.

All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify you must have:

GS-5: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records documents or benefit/financial accounts which involve applying laws rules or regulations and written established guidelines and procedures (e.g. basic accounting accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g. collection agency telemarketing customer service sales etc.). Please include examples of your experience within your resume for each position held.

GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules policies procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g. collection agency telemarketing customer service sales etc.). Please include examples of your experience within your resume for each position held.

GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching analyzing and applying Federal State or County laws regulations policies and procedures to evaluate program eligibility or claims; OR (2)Explaining legal or medical provisions and resolving complex issues (e.g. obtaining benefits payment interruptions etc.) to large volumes of people from different socioeconomic backgrounds. Please include examples of your experience within your resume for each position held.

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. Panel interviews may be conducted via video conferencing software if technically feasible.

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 applicants 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-5: Successful completion of a full 4-year course of study above high school (e.g. 120 earned semester hours 180 earned quarter hours bachelors degree etc.).

GS-6/7: Substitution of education is not applicable at these grade levels.

COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-5: 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.

For information on providing proof of education or substituting education for experience visit General Schedule Qualification Standards ()

Additional information

This position is located in the Field Office in Napa CA.

This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level.

This is a bargaining unit position represented by the American Federation of Government Employees.

LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.

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 .

As a condition of employment for accepting this position you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:
- your performance and conduct;
- the needs and interests of the agency;
- whether your continued employment would advance organizational goals of the agency or the Government; and
- whether your continued employment would advance the efficiency of the Federal service.

For an overview of SSA Benefits please visit the following YouTube link - announcement serves as public notice. Applications submitted will be placed into a pool and will remain on file for selection as positions become available.

Vacancies may be filled for up to 6 months after the closing date of this announcement. Applicants may not receive notifications of referral status until the full 6-month eligibility period has elapsed.

Candidates should be committed to improving the efficiency of the Federal government passionate about the ideals of our American republic and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Required Experience:

Unclear Seniority

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