Lead Social Security CSR – Flextime

Social Security Administration; Fall River (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Social Security Administration in Fall River, MA seeks a Lead Customer Service Representative to guide CSRs in handling inquiries and ensuring proper application of SSA laws and procedures. The role supports supervisors and helps maintain service quality for the public.

Eligible ICTAP candidates with 52 weeks of specialized GS-8+ experience will be considered. The position is temporary/not-to-exceed 1 year and may be extended.

Qualifications

• 52 weeks of specialized experience at the GS-8 level or higher, related to the position duties.
• Examples include screening/ routing visitors through intake processes, handling medical documents, or mentoring CSRs on SSA policies.
• CAIP interview required to demonstrate aptitude for working with the public and effective communication.

Responsibilities

• Provide technical assistance and guidance to Customer Service Representatives in handling inquiries.
• Ensure consistent application of SSA laws, regulations, policies, and procedures.
• Assist supervisors in carrying out unit work and training others as needed.

Skills

Customer service

Public interaction

Written communications

Job description

Social Security Administration in Fall River, MA seeks a Lead Customer Service Representative to guide CSRs in handling inquiries and ensuring proper application of SSA laws and procedures. The role supports supervisors and helps maintain service quality for the public.

Eligible ICTAP candidates with 52 weeks of specialized GS-8+ experience will be considered. The position is temporary/not-to-exceed 1 year and may be extended.