Customer Contact Representative

As the first point of contact, Contact Representatives are responsible for speaking with beneficiaries and the general public to provide information in person, by telephone, or in writing, on Social Security laws, rules and regulations. This includes obtaining information to determine eligibility and entitlement for programs administered by SSA and updating claim information using SSA systems. Contact Representatives 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.

REQUIREMENTS & QUALIFICATIONS: To qualify, you must be a U.S. citizen and have excellent communication and people skills. We consider additional qualifications such as experience, education, or a combination of experience and education.

Examples of qualifications and experience necessary to be successful in this role:

1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents;

2) Answering questions from members of the public or their representatives to obtain or provide information;

3) Using a computer to reconcile discrepancies or entering data; and

4) responding to written inquiries and drafting a variety of other written products.

5) Researching and analyzing various regulatory sources in order to apply legal requirements;

6) Explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds;

Visit the link below to read the qualifications for this position and other entry level positions: Entry Level Position Qualifications (https://www.ssa.gov/kc/forms/Qualifications_for_Entry_Level_ Positions.pdf)

This is an entry level career ladder position with GS-8 promotion potential

GREAT BENEFITS:

• Earn 13 paid vacation days a year, then » 20 days a year after 3 years » 26 days a year after 15 years.
• Earn 13 paid sick days each year
• 11 paid Federal holidays
• Health benefits including medical, dental, and vision; and access to flexible spending accounts
• Life insurance
• Pension benefits under the Federal Employees Retirement System
• Optional Thrift Savings Plan (similar to a 401K). The government matches your contribution up to 5% of your salary
• Flexible work schedules
• Potential overtime opportunities
• Eligibility for the Public Service Student Loan Forgiveness Program.
• Hybrid schedule: After successful completion of probationary period employees are eligible to telework two days and three days in the office.

SALARY INCREASES: GS positions have salary increases based on the number of years of successful performance. The longer you work for SSA, the more your salary will grow! See OPM GS Pay Schedules (SALARY TABLE 2024-RUS (opm.gov) for more information on GS pay tables and locality pay.

MAKE A DIFFERENCE IN YOUR COMMUNITY! Social Security helps people through their life’s journey in many ways. You will make a positive difference in the lives of people, from all walks of life, who need help applying for retirement, disability, and other critical benefits and services.

Job Type: Full-time

Pay: $39,576.00 - $54,292.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• Bachelor's (Required)

Experience:

• Customer service: 1 year (Required)
• Researching and Analyzing: 1 year (Required)
• public administration: 1 year (Preferred)

Work Location: In person