Field Office - Customer Service Representative (BLNGL)

About the role

Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001), open to all U.S. citizens. Selections made under this bulletin will be processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA, Veterans Preference and the "Rule of Many" do not apply. NOTE: Telework may be available in accordance with agency policy. This IS NOT a virtual position. Resumes exceeding two pages in length will not be considered, please visit the new resume guidance for more information. All qualification requirements must be met by the closing date of the announcement. Cut-Off Dates to receive applications will be used for this announcement. First Cut-Off Date: May 18, 2026 Final Cut-Off and Closing Date: June 2, 2026 The initial cut-off date will be used to begin applicant consideration. Applications received after the initial cut-off date will only be considered if needed. GS-5: One (1) year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples of specialized experience include: (1) Working with legal or medical records, documents or benefit/financial accounts which involve applying laws, rules or regulations and written established guidelines and procedures (e.g., basic accounting, accounts payable/receivable); OR (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held. GS-6: One (1) year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples of specialized experience include: (1) Researching and analyzing rules, policies, procedures to respond to inquiries; AND (2) Experience conducting face to face and/or telephone interviews to obtain/provide information to resolve problems (e.g., collection agency, telemarketing, customer service, sales, etc.). Please include examples of your experience within your resume for each position held. GS-7: One (1) year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples of specialized experience include: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; OR (2) Explaining legal or medical provisions and resolving complex issues (e.g., obtaining benefits, payment interruptions, etc.) to large volumes of people from different socioeconomic backgrounds. Please include examples of your experience within your resume for each position held. 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: Structured Resume Review and CAIP Interview Applicants must successfully complete both a structured resume review and the Competency Assessment Interview Process (CAIP) interview to be found fully qualified for this position. Structured Resume Review Your resume will be reviewed to assess the following job-relevant skills: Analytical and Decision-Making Skills: Assesses your ability to understand and apply rules, policies, or procedures, and to make informed decisions by analyzing information from different sources. Professional/Academic Rigor: Assesses your commitment to academic or professional growth, including achievements such as academic honors, or simultaneously balancing work and education. Public Contact/Customer Service Experience: Measures your experience interacting with the public, especially in roles that require effective communication, problem-solving, or handling sensitive situations. Workload/Task Management: Looks at your ability to manage multiple tasks, prioritize responsibilities, and handle a high volume of work efficiently. COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW Applicants will be required to participate in a panel interview (after the structured resume review eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to 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. BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Spanish. App

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