Lead Contact Representative (Lead Customer Service Representative) (ICTAP) (Temp)
About The Position
The Lead Customer Service Representative provides technical assistance and guidance to Customer Service Representatives (CSRs) handling inquiries and other requests from the public. The position ensures the uniform and proper application of Social Security laws, regulations, policies, and procedures, and assists supervisor and management officials in carrying out the work of the unit. This temporary, not-to-exceed one-year position may be extended but will not become permanent. It is located at the Fall River Field Office, 400 North Main Street, Fall River, Massachusetts. The tour of duty is flextime, with full-time or part-time schedules of up to 40 hours per week; alternate work schedules are not allowed. Applicants must be eligible under ICTAP and meet the specified experience, time-in-grade, and assessment requirements.
Requirements
- Must be an ICTAP-eligible displaced or surplus Federal employee in the commuting area of the selected duty location; ICTAP eligibility must be documented.
- Must have 52 weeks of specialized experience at the GS-8 level or equivalent, in or related to the work of the position.
- Must have 52 weeks at the GS-8 level or higher and meet the time-in-grade requirement by the announcement closing date.
- Must pass the Competency Assessment Interview Process (CAIP) panel interview, demonstrating aptitude for meeting and dealing with the public, including clear speech, listening, establishing confidence, putting others at ease, and organizing and expressing thoughts clearly.
- U.S. citizenship is required.
- Selective Service registration is required for applicable applicants.
- A background and/or security investigation is required; job offers are contingent on its results.
- All qualification requirements must be met by the announcement closing date.
- Resumes exceeding two pages will not be considered.
- Education cannot substitute for experience at this grade level.
- ICTAP applicants must be well qualified; under numeric rating procedures, they must receive a rating of 85 or higher to be eligible for selection.
Responsibilities
- Provide technical assistance and guidance to CSRs handling inquiries and other requests from the public.
- Ensure uniform and proper application of Social Security laws, regulations, policies, and procedures.
- Assist supervisor and management officials in carrying out the work of the unit.
Benefits
- Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
