Lead Contact Representative (Lead Customer Service Representative) (ICTAP) (Temp)
Job Location:
Fall River, MA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.
LOCATION: This position is located in the Fall River Field Office 400 North Main Street Fall River MA.
TOUR OF DUTY: Flextime Full-time Part-time (up to 40 hours per week) No alternate work schedules will be allowed.
TYPE OF POSITION: Temporary Not-to-Exceed 1 year; may be extended will not become permanent
The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws regulations policies and procedures and assists supervisor/management officials in carrying out the work of the unit.
- Proof of ICTAP eligibility required
- U.S. Citizenship required
- Selective Service Registration required if applicable ()
- Background and/or security investigation required
- Job offers are contingent on background / security investigation results
- All qualification requirements must be met by the closing date of announcement
Resumes exceeding two pages in length will not be considered. Visit the Required Documents section below for more information.
Applicants must have 52 weeks of specialized experience at the GS-8 level or equivalent which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge skills and abilities to successfully perform the duties of the position. Examples of specialized experience are (1) screening and routing visitors through the Visitor Intake Process redesign (VIPr) Program; (2) receiving and verifying medical continuing disability review documents or processing enumerations; or (3) mentoring or providing formal/informal training to Field Office Customer Service Representatives (CSRs) on Social Security laws regulations policies and procedures.
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.
NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.
Qualification requirements must be met by the closing date of this announcement.
Applicants must have 52 weeks at the GS-8 or higher.
Time in grade requirement must be met by the closing date of this announcement.
There is no substitution of education for experience at this grade level.
In addition to the minimum qualifications applicants must be eligible under the following category:
- Displaced or surplus Federal employees eligible under the Interagency Career Transition Assistance Plan (ICTAP) who have held a GS-9 or above and in the commuting area of the listed duty locations.
This is not a career-ladder position; GS-9 is the full performance level.
This is a bargaining unit position represented by the American Federation of Government Employees.
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 .
Additional selections may be made for this vacancy six months from the closing date of this announcement.
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.
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:
Contract
