Customer Service Representative -Correctional (Customer Service Representative)

Bureau of Prisons/Federal Prison System; Bryan (TX); On-site; USD 64,000 - 82,000; Full time

Job summary

Bureau of Prisons/Federal Prison System in Bryan, TX seeks a Customer Service Representative - Correctional to oversee the call center operations and inmate work details. You will supervise daily call center activities and ensure accountability of inmate workers, handling inbound customer calls with expert guidance.

The role includes planning, developing, implementing, and evaluating call center processes while maintaining security. Applications close 2026-09-30 under the Fed Transition path.

Qualifications

• Transcripts must be uploaded if education is required.
• Official transcripts may be required before first day of duty.

Responsibilities

• Oversee call center operations and inmate details.
• Provide expert guidance to inmate workers and manage inbound calls from customers.
• Plan, develop, implement, and evaluate the call center operation and reports.

Skills

Customer service

Call center

Inmate supervision

Job description

Customer Service Representative -Correctional (Customer Service Representative)

• Hiring Agency: Bureau of Prisons/Federal Prison System

Corrections professionals who foster a humane and secure environment and ensure public safety by preparing individuals for successful reentry into our communities.

Key Responsibilities

Serves as a Customer Service Representative overseeing the call center telephone service operations handled by inmate work details. Responsible for the day-to-day operation of the call center and supervision of the inmate work details. Provides expert advice to inmate workers, handling unique situations involving call center support inbound calls from customers, monitoring inmate telephone skills, ensuring proper work flow, paper flow and accountability of the inmate workers.

Responsible for the planning, development, implementation, and evaluation of the call center operation. Prepares and analyzes various reports and backlogs or other operational workload problems. Along with all other correctional institution employees, incumbent is charged with responsibility for maintaining security of the institution. The staff correctional responsibilities precede all others required by this position and is performed on a regular and recurring basis.

Requirements & Education

ONLY if education is a requirement/substitution for specialized experience, applicant MUST upload legible transcripts as verification of educational requirement. Transcripts MUST be uploaded and electronically linked from USAJOBS at the time you apply and MUST include identifying information to include School Name, Student Name, Degree and Date Awarded (if applicable).

All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education. For a list of schools that meet this criteria, Click Here. Foreign Education: For information regarding foreign education requirements, please see Foreign Diploma and Credit Recognition at the U.S.

Department of Education website: Recognition of Foreign Qualifications. If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty.

Which agency is hiring for this position?

This position is with Bureau of Prisons/Federal Prison System, Department of Justice.

What is the salary for this position?

The posted pay range is $63780 – $82301/yr.

What security clearance is required?

This position requires a Other security clearance.

What is the application deadline?

Applications close on 2026-09-30.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.

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Source: USAJOBS.gov — U.S. Federal Government