This position is located in Shepherdstown, WV and serves as a member of the VA Hotline team as a front-line agent. The VA Hotline provides directory assistance, answers general inquiries, refers customers directly to other hotlines, and performs intake for the VA's complaint management program.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major Duties: Ask appropriate and probing questions to identify complex or vague requests for VA services. Demonstrate strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship. Respond to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance. Triage cases that need immediate attention and alerts key stakeholders as needed. Work Schedule: Sunday - Saturday; 1:00 pm - 12:30 am (including holidays) Compressed/Flexible Schedule: Not Available Telework: Yes- as determined by the agency policy Duty Location Status: Will work from a VA owned or leased space Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-06. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-06. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.

Requirements

Qualifications

GS-5 GS-05 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Contact Representative, GS-05 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the grade 04 level in Federal service to qualify at the grade 05. Examples of specialized experience would typically include, but are not limited to: Provides customer service and has telephone and/or customer service experience ; ability to research and apply knowledge on regulations, policies, and/or procedures and the ability to provide instructions to customers; and utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment. OR GS-05: Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. OR GS-05: Combination of Education and Experience (TRANSCRIPTS REQUIED): A combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level). NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. GS-6 GS-06 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Contact Representative, GS-06 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the grade 05 level in Federal service to qualify at the grade 06. Examples of specialized experience would typically include, but are not limited to: Provides customer service and conducts personal or telephone interviews, treating a variety of routine problems, questions, or situations within the work environment; ability to research and apply knowledge on regulations, policies, and/or procedures and the ability to provide instructions to customers; utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment; triages cases that need immediate attention and alerts key stakeholders as needed; asks appropriate and probing questions to identify complex or vague requests for services; utilizes alternative methods or solutions to respond to wide variety of inquiries; explains a variety of services or procedures and how they are applied; and explains to customers processes and requirements, instructs them on the actions/forms necessary for processing of requests. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical)Interpersonal SkillsOrganizational AwarenessTechnical CompetenceWriting IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

There is not educational substitution for the GS-6 level

NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Veteran Experience Office - VEO 810 Vermont Ave Washington, DC 20420 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]