The position of Contact Representative is located in a fast-paced and demanding call center environment with a customer base of 2.7 million. You will be responsible for providing a broad range of assistance to meet the needs of customers, including retirees, their survivors/representatives, and others with interests in benefit programs administered by OPM's Retirement Services. THIS IS AN OPEN CONTINUOUS ANNOUNCEMENT. See additional information under Requirements for referral guidance.

Duties

Receive incoming calls from annuitants and survivors regarding their retirement and various other benefits (Agent handling volume is 65-85 calls per day.) Answer customer inquiries primarily received by telephone making adjustments and resolving questions using available resources. Provide customers with forms available through the on-line documents system. Occasionally respond to emails primarily sent by customers through the OPM website Customer Support Center.

Requirements

Qualifications

For the GS 5: You must have one year of experience that is equivalent to the GS-4 level in the Federal service defined as experience that is in or directly related to the line of work of this position. Examples that meet this definition include work involved in explaining or answering questions about programs or products and assisting customers in completing forms or applications, reviewing forms and/or claims for completeness, accuracy, and compliance with regulations. Note: Your resume must fully support this experience. OR Have successfully completed four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college or university.(You must submit a copy of your transcripts) OR Have a combination of the experience and college education as described above, which when combined are equivalent to 100% of the qualifications requirement. (You must submit a copy of your transcripts) You must meet all qualification and eligibility requirements by the closing date of this announcement. 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.

Education

This job does not have an education qualification requirement.

Contacts

• Address Retirement Services 1900 E St., NW Washington, DC 20415 US
• Name: OPM Human Resources
• Phone: 202-606-9321
• Email: [email protected]