Contact Representative (Call Center) GS-4/5
Apply online through 3/15/2023 at: https://www.usajobs.gov/job/710082600
Open to All United States all US Citizens: Remote telework outside of the commuting area is not authorized for this position. Per DFAS Rome policy, commuting area is considered to be within the following counties: Oneida, Madison, Herkimer, Onondaga, Lewis, and Oswego.
Applicants must live within one of these counties or move to one prior to starting the position if they receive/accept an offer for these positions.
- Position is located within Call Center Operations
- Part-time consist of 16-32 hours
- Core work hours 10:30am - 2:30pm
- Telework availability will be based upon the mission requirements and supervisory determination. Remote telework outside of the commuting area is not authorized for this position.
Duties
Responds to customer inquiries with complete and accurate information by returning telephone calls or responding in writing when necessary.
Explains clearly, accurately and concisely to customers in layman's terms, the outcome of research, decisions, options, or time-frames required to resolve an inquiry.
Develops applicable solutions to problems and ensures corrective actions are completed.
Analyzes customer accounts to identify computation problems, erroneous data, incorrectly processed transactions, duplicate charges, missing documents, and address corrections.
Duties will be developmental in nature when the position is filled below the full performance level (GS-05).
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
GS-4 experience requirement: Applicant's 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 reflects the ability to perform the duties of the position, is required.
Generalized Experience is defined as experience progressively responsible clerical, office, or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled
GS-5 experience requirement: 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 financial transactions sufficient to convey information to customers and other interested parties; explain 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 generalized 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).
For more information or to apply visit: https://www.usajobs.gov/job/710082600