Lead Contact Representative (Lead Customer Service Representative) (ICTAP) (Temp)

Interagency Career Transition Assistance Program (ICTAP) eligibles only in the commuting area of the selected duty location.

LOCATION: This position is located in the Fall River Field Office, 400 North Main Street, Fall River, MA.

TOUR OF DUTY: Flextime | Full-time | Part-time (up to 40 hours per week) | No alternate work schedules will be allowed.

TYPE OF POSITION: Temporary, Not-to-Exceed 1 year; may be extended, will not become permanent

Major duties

The Lead Customer Service Representative provides technical assistance and guidance to CSRs in handling inquiries and other requests from the public. Ensures uniform and proper application of Social Security laws, regulations, policies and procedures and assists supervisor/management officials in carrying out the work of the unit.

Qualifications

Resumes exceeding two pages in length will not be considered. Visit the 'Required Documents' section below for more information. Applicants must have 52 weeks of specialized experience at the GS-8 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. Examples of specialized experience are (1) screening and routing visitors through the Visitor Intake Process redesign (VIPr) Program; (2) receiving and verifying medical continuing disability review documents or processing enumerations; or (3) mentoring or providing formal/informal training to Field Office Customer Service Representatives (CSRs) on Social Security laws, regulations, policies, and procedures.

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 must have 52 weeks at the GS-8 or higher. Time in grade requirement must be met by the closing date of this announcement.

Education

There is no substitution of education for experience at this grade level.