Contact Representative (Customer Service Representative)

Social Security Administration; Federal Way (WA); On-site; USD 46,000 - 82,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

On-the-job training

Paid time off

Vision insurance

Job summary

Social Security Administration in Federal Way, WA, is hiring Customer Service Representatives for the Teleservice Center. This in-person, full-time role supports beneficiaries and the public by telephone, conducting interviews to determine questions and issues, and explaining benefits rules and procedures.

The GS-5/6/7 positions require federal experience and a proven ability to gather facts, evaluate evidence, and resolve problems.

Qualifications

• GS-5/GS-6/GS-7: federal experience required as described in the qualifications.
• Experience conducting interviews to obtain/provide information to resolve problems.
• Proven ability to explain rules, gather facts, and evaluate evidence.

Responsibilities

• Assist beneficiaries and the public by telephone.
• Conduct interviews to determine caller questions or issues.
• Explain technical information and benefits rules and procedures.
• Gather facts, evaluate evidence and take action to resolve problems.

Skills

Customer service

Telephone interviews

Communication

Job description

Do you have outstanding customer service skills and are looking for a rewarding career with the Federal Government? If so, Social Security is looking for Customer Service Representatives at our Teleservice Center, located in Federal Way, WA.

Customer Service Representatives provide assistance to beneficiaries and the general public by telephone; Conduct interviews to determine the nature of the caller’s question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

Qualifications:

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.

This position is not currently virtual or eligible for out stationing. Selectee will be required to report to their assigned duty location at the Seattle Teleservice Center in Federal Way, WA. We are hiring for the 11:00am-7:30pm shift only.

Job Type: Full-time

Pay: $45,785.00 – $82,007.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person