Call Center Representative - DHA

US Social Security Administration; Tampa (FL); On-site; USD 48,000 - 65,000; Full time

Job summary

US Social Security Administration in Tampa seeks qualified candidates under Direct Hire Authority (DHA), SSA-001. Open to U.S. citizens; current civil service employees receive new appointments.

Cut-off dates drive initial consideration and panel CAIP interview processes may be used to determine eligibility. Applicants must meet the qualification requirements by the listed closing date; provide examples of experience in the resume for each position held.

Qualifications

• GS-5: One year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples: working with legal or medical records, documents or benefit/financial accounts applying laws/guidelines (e.g., basic accounting, accounts payable/receivable).
• GS-6: One year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples: researching rules/policies and inquiries; interviewing to obtain/provide information to resolve problems.
• GS-7: One year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples: researching/applying laws to evaluate eligibility or claims; explaining provisions to large populations. Note: part-time work prorated.

Skills

Interviewing

Customer service

Documentation

Job description

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. Current civil service employees would be given new appointments to the civil service. Under the provisions of DHA, Veterans Preference does not apply.

All qualification requirements must be met by the closing date of the announcement. Cut-Off Dates to receive applications will be used for this announcement.

• First Cut-Off Date: August 5, 2026
• Second Cut-Off Date: August 26, 2026
• Third Cut-Off Date: September 13, 2026
• Closing Date: September 30, 2026

Initial cut-off date will be used to begin applicant consideration. Applications received after the cut-off date will only be considered if needed.

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.