USA Staffing

Position Title: Contact Representative (Customer Service Representative -(CSR) Bilingual)
Agency: Social Security Administration
Announcement Number: RB-ST-10952156-21-OL Opens in new window
Open Period: Monday, November 2, 2020 to Thursday, September 30, 2021

For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.

1. Do you claim Veterans’ Preference?

A. No, I do not claim Veterans' Preference

B. 0-point Sole Survivorship Preference (SSP)

C. 5-point preference based on active duty in the U.S. Armed Forces (TP)

D. 10-point preference for non-compensable disability or Purple Heart (XP)

E. 10-point preference based on a compensable service connected disability of at least 10% but less than 30% (CP)

F. 10 point preference based on widow/widower or parent of a deceased veteran, or spouse or parent of a disabled veteran (XP)

G. 10-point preference based on a compensable service connected disability of 30% or more (CPS)

2. Are you a current or former federal employee displaced from the agency hiring for this position? Select yes if you are located in the same local commuting area of the vacancy; your permanent grade is equivalent to or above the grade level of the vacancy; AND your last performance rating of record is at least fully successful or the equivalent. (Note: You must submit supporting documentation to validate your claim of CTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50. Please review the Required Documents section of the announcement for more information.)

A. Yes

B. No

3. Are you the spouse of a member of the Armed Forces?

-OR-

Are you the spouse of a member of the Armed Forces who retired with a disability rating at the time of retirement of 100 percent or the spouse of a member of the Armed Forces who retired or separated from the Armed Forces and has a disability rating of 100 percent from the Department of Veterans Affairs?

-OR-

Are you the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status?

For more information, review USAJOBS Veterans resources..

A. Yes

B. No

4. Are you a current or former federal employee displaced from a position in a federal agency other than the agency hiring for this position? Select yes if you are located in the same local commuting area of the vacancy; your permanent grade is equivalent to or above the grade level of the vacancy; AND your last performance rating of record is at least fully successful or the equivalent. (Note: You must submit supporting documentation to validate your claim of ICTAP eligibility such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice and a copy of your latest Notification of Personnel Action, Standard Form 50. Please review the Required Documents section of the announcement for more information.)

A. Yes

B. No

1. Select the lowest grade you are willing to accept for this position.

For the statement below, please select the response that best describes your experience and/or education. Select only one answer.

1. I am fluent in both English and the language specified in this vacancy announcement.

A. Yes

B. No

2. Your response to the question below will determine if you qualify for the position of Contact Representative, GS-5. If you meet more than one choice, select the response that describes the highest level of experience/education that you possess. You must fully meet the description in the response to select it.

A. I have at least 52 weeks of full-time specialized experience at a level of difficulty and responsibility equivalent to the GS-4 grade level in the Federal service. Specialized experience includes: applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data.

B. I do not have experience but I have completed a full 4-year course or progressive study above high school at an accredited institution (e.g., 120 earned semester/180 earned quarter hours, Bachelor?s degree, etc.). (YOU MUST UPLOAD A COPY OF YOUR OFFICIAL OR UNOFFICIAL COLLEGE TRANSCRIPTS OR OTHER PROOF OF EDUCATION PRIOR TO THE ANNOUNCEMENT CLOSING.)

C. I have a combination of experience and education. Specialized experience as described above and education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 semester or 90 quarter hours) is creditable toward meeting the minimum qualification requirements. One full academic year of study (e.g., 30 semester hours or 45 quarter hours) beyond the second year is equivalent to 6 months of experience. (Refer to the Substitution of Education in the vacancy announcement on how to combine education and experience). (YOU MUST UPLOAD A COPY OF YOUR OFFICIAL OR UNOFFICIAL COLLEGE TRANSCRIPTS OR OTHER PROOF OF EDUCATION PRIOR TO THE ANNOUNCEMENT CLOSING.)

D. My experience and education is not reflected in any of the above statements.

For the statements below, please select the response that best describes your experience.

3. Your response to the question below will determine if you qualify for the position of Contact Representative, GS-6. You must fully meet the description in the response to select it.

A. I have at least 52 weeks of full-time specialized experience at a level of difficulty and responsibility equivalent to the GS-5 grade level in the Federal service. Specialized experience includes: researching and analyzing rules, policies, procedures to respond to inquiries, explaining various sensitive topics to a varied audience, responding to inquiries concerning requirements, supporting documentation, and other issues, and using interviewing techniques to obtain and exchange information

B. My experience is not reflected in any of the above statement.

4. Your response to the question below will determine if you qualify for the position of Contact Representative, GS-7. You must fully meet the description in the response to select it.

A. I have at least 52 weeks of full-time specialized experience at a level of difficulty and responsibility equivalent to the GS-6 grade level in the Federal service. Specialized experience includes: independently researching regulations, policies, or procedures to resolve complex issues (e.g. obtaining benefits, payment interruptions, etc.), using a computer to reconcile discrepancies or enter data in databases, and responding to technical inquiries concerning topics such as entitlement to benefits or benefit payments.

B. My experience is not reflected in any of the above statement.

For the following tasks, please choose the statement from the list below that best describes your experience. Please select only one letter for each item.

5. Do you explain products, services, benefits, or eligibility criteria provided to customers by assessing their needs and adapting the conversation to the individual's understanding?

A. Yes

B. No

6. Do you inform customers of action taken and check for understanding?

A. Yes

B. No

7. Do you provide immediate assistance to customers by analyzing and answering customer questions and performing follow-up actions?

A. Yes

B. No

8. Do you explain (or elicit) sensitive or controversial information to (from) people of diverse backgrounds?

A. Yes

B. No

9. Do you diffuse contentious situations to deliver complete service need with minimal assistance?

A. Yes

B. No

10. Do you multitask effectively in listening, researching, reading, interpreting, navigating systems, and communicating?

A. Yes

B. No

11. Do you use policy, guidelines, and/or procedures delivers service to customers within agreed performance levels or established performance standards?

A. Yes

B. No

12. Do you assess the needs of individuals to provide assistance or refer to the appropriate office to assist?

A. Yes

B. No

13. Do you read and keep apprised of information and procedures to be aware of changes and new requirements?

A. Yes

B. No

14. Do you navigate and follow resources, tools, and references to find and relay correct information or instruction?

A. Yes

B. No

15. Do you research information to resolve inquiries or questions?

A. Yes

B. No

16. Do you follow policies and procedures for dealing with sensitive and personally identifiable information?

A. Yes

B. No

17. Do you show flexibility in adapting to changes?

A. Yes

B. No

18. Do you use discretion when appropriate to make accurate decisions?

A. Yes

B. No

19. Do you keep up to date with changes to policies and procedures to provide current and accurate information?

A. Yes

B. No

20. Do you analyze information and use logic to address work-related issues and problems?

A. Yes

B. No

21. Do you handle complaints, settle disputes, and resolve grievances and conflicts to obtain a positive outcome?

A. Yes

B. No

22. Do you review documents, records, data or other materials to identify missing information or problems to determine and initiate the appropriate corrective action(s)?

A. Yes

B. No

23. Do you follow through with requests for more information to resolve customers' questions and complaints and take personal responsibility for dealing with and/or correct customer service issues and concerns?

A. Yes

B. No

24. Do you communicate routine information in writing (e.g. letter, memo, internal office procedures, email, and/or online chat)?

A. Yes

B. No

25. Do you prepare documents that are clear, concise, and grammatically correct?

A. Yes

B. No

26. Do you prepares documents tailored to the appropriate audience?

A. Yes

B. No

27. Do you enter, transcribe, record, store, or maintain information in written or electronic form?

A. Yes

B. No

28. Do you provide immediate assistance to customers, by analyzing and answering customer questions and performing follow-up action to update and maintain custom accounts based on information accessed from an electronic application?

A. Yes

B. No

29. Do you complete or input information into a computer while dealing with clients/customers (e.g. in person, by telephone, email, chat, etc.)?

A. Yes

B. No

30. Do you use basic word processing software packages on a daily basis in order to prepare written documents?

A. Yes

B. No

31. Do you use various web-based applications, computer programs, and online services?

A. Yes

B. No

32. Do you use probing and/or investigative skills to assess root cause client's needs?

A. Yes

B. No

33. Do you listen and respond to customers' needs and wants. Meet those needs and wants within guidelines?

A. Yes

B. No

34. Do you show compassion and empathy for those in need of help or assistance?

A. Yes

B. No

35. Do you respect the rights, needs, feelings, and perspectives of others and is understanding and helpful on the job?

A. Yes

B. No

36. Do you maintain composure, keep emotions in check, control anger, and avoid aggressive behavior in dealing with complex situations?

A. Yes

B. No

37. Do you deal with conflict confrontations and disagreements and negotiates solutions in a positive manner?

A. Yes

B. No

38. Do you establish rapport and gain cooperation during a difficult exchange?

A. Yes

B. No

39. Do you follow guidance and instruction in a cooperative manner?

A. Yes

B. No

40. Do you respond with resilience to challenges and constructive feedback?

A. Yes

B. No

41. Do you seek to improve own performance and take corrective actions to remedy any identified areas of improvement?

A. Yes

B. No

42. Do you show accountability for actions and performance?

A. Yes

B. No

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