This position is located in the Villa Rica, GA Social Security Office located at: 908 S CARROLL RD VILLA RICA , GA 30180

Duties

Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs 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. Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.

Requirements

• Proof of ICTAP/VEOA/Military Spouse eligibility required
• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Background and/or security investigation required
• Job offers are contingent on background / security investigation results
• All qualification requirements must be met by the closing date of the announcement
• ICTAP eligibles in the (Villa Rica, GA) local commuting area only

Qualifications

Applicants must have 52 weeks of specialized experience at the next lower grade level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. GS-8: Currently serving in a permanent GS-8 level or above in the Federal service or have previously served in a permanent position at the GS-8 level or above in the Federal Service and meet the of specialized experience requirement. Specialized experience includes either (1) experience that has provided skill in conducting personal and telephone contacts with a wide range of individuals; such experience must demonstrate: (a) the ability to explain complex technical or regulatory information and to adapt explanations and language used to different levels of understanding, and (b) the ability to conduct interviews in a way that establishes good relations while obtaining or providing relevant information in the minimum amount of time, and (c) the ability to recognize the overcome attitudes or emotions that hinder effective communication; or (2) technical, investigative, professional or quasi-legal work that has provided a good working knowledge of the body of law, regulations and procedures governing the program with which the position is concerned: or (3) a combination of (1) and (2) above. 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. SELECTIVE PLACEMENT FACTOR: COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible. NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment. Qualification requirements must be met by the closing date of this announcement. Applicants for promotion to GS-8 must have 52 weeks at GS-7. Time in grade requirement must be met by the closing date of this announcement.

Education

For GS-8: Substitution of education is not applicable at this grade level.

Contacts

• Address Region IV Georgia 61 Forsyth Street SW Suite 22T64 Atlanta, GA 30303 US
• Name: Claudia Cafferatta
• Phone: 404-562-1249
• Email: [email protected]