Job Information

Office of Personnel Management Contact Representative in Boyers, Pennsylvania

Summary As a Contact Representative (Customer Service Specialist) at the GS-0962-5, you will be part of RS/RO Boyers/Customer Services/Claims 2, or Retirement Services and Support, Office of Personnel Management. If selected, you will be responsible for providing information and assistance to meet the needs of customers including retirees, their survivors and representatives, and others who have an interest in the retirement-related programs administered by Retirement Services. Responsibilities Respond to general queries both in person and on the phone to ensure accurate responses are given. Operate a computer to perform automated tasks such as tracking cases, monitoring workloads, retrieving workload information, etc. Interact effectively with diverse groups of individuals when exchanging information. Requirements Conditions of Employment Must be a U.S. Citizen or National Males born after 12-31-59 must be registered for Selective Service Suitable for Federal employment, determined by a background investigation May be required to successfully complete a probationary period Complete the initial online assessment and USAHire Assessment, if required This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 2450. Qualifications For the GS5: 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 (call center/customer service experience). 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. OR Have successfully completed four years of post-high school education (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) Merit promotion applicants must meet time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-04 level is required to meet the time-in-grade requirements for the GS 5 level. DO NOT submit NON-Pay Impacting Action SF-50's to include "Org Cost Center Change SF-50's, Award SF-50's and/or General Adjustment SF-50's" ect. as they cannot be used to prove time-in-grade. You must meet all qualification and eligibility requirements within 30 days of 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 Additional Information Relocation expenses will not be paid. Incentive payments may be considered. This job opportunity announcement may be used to fill additional similar vacancies across OPM. Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: