Contact Representative
This announcement is open to Current and permanent employees of the Department of Veteran Affairs. If you are a Status Candidates (Merit Promotion and VEOA Eligible; Veterans; Military Spouses; Individuals with Disabilities) please apply to announcement number CBTF-10970795-21-AH-Group E opening on 12/4/2020 . Contact Representatives at the GS-05 level are in a developmental position leading to higher graded work at the GS-06 grade level. The employee will serve as a member of the White House Veterans Hotline as a front-end agent. The Hotline serves as both a test location for contact centers and test site for customer service changes being considered for the entire agency. The data collected by the Hotline team informs process and program improvement projects across the organization, to include Contact Center modernization, VA agency Complaint Management, Business Process Re-engineering and enterprise business intelligence. Duties include but not limited to:
Receive telephone calls from and/or generate telephone calls to veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution; Control conversations, in a courteous, empathetic, tactful, and respectful manner; Establish and maintain effective communication and working relationships across the full spectrum of the Veterans Affairs; Maintain professionalism and control the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls; Ask appropriate and probing questions to identify complex or vague requests for VA services; Demonstrate strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship; Respond to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance; Conduct personal or telephone interviews and/or search records or guidelines, in order to provide full explanations to specific inquiries relating to the agency and resolve problems; Prepare well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution; Triage cases that need immediate attention and alert key stakeholders as needed; Accurately records details of calls and other service requests in a limited timeframe; Determine the appropriate VA services to meet the specific needs of customers; Interpret case resolution and feedback from various VA agencies for the customer; Identify calls which must be referred to the Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff; Respect the right of privacy and maintain confidentiality of callers; Utilize alternative methods or solutions to respond to a wide variety of inquiries; Explain a variety of VA services or procedures and how they are applied; Identify the reason for delays or changes for any actions; Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer; Organize and prioritize multiple tasks appropriately and in a timely manner consistent with established standards; Explain customer processes and requirements; Utilize a multi-screen computer system application, phone system, headset, facsimile machine and other office equipment; Track inquiries until resolved; Determine the most appropriate action or identify alternatives in resolving issue(s) by interpreting and analyzing information contained within computer resources and other resources; Utilize resources through VA websites, knowledge articles and wide variety of other applicable resources as needed; Communicate with internal and external key contributors through Microsoft Outlook, Skype messaging system and other computer programs; Appropriately use computer programs to listen to call recordings and enter exceptions to provide details of work-related activities; Other duties as assigned Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Varying shifts to include evenings, nights, weekends, and holidays Telework:
May be available Virtual:
This is not a virtual position. Position Description/PD#:
Contact Representative/PD613-19006-A/613-19007-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/09/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-05 position you must have served 52 weeks at the GS-04. For a GS-06 position you must have served 52 weeks at the GS-05.The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
GS-05 applicants:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
1) performing receptionist and record keeping duties in a clinical setting, 2) referring phone calls to the appropriate clinical and administrative personnel, 3) interpreting and providing instructions to customer, 4) entering and gathering data, 5) coordinating meetings, 6) establishing and maintaining an efficient filing system, 7) using automated data processing equipment to generate a variety of reports, and 8) establishing priorities and meeting deadlines. OR, Education:
Applicants may substitute education for the required experience. Applicant may substitute education for experience required for the GS-05 level. Bachelors' degree or equivalent degree or 4 years above high school education leading to such a degree. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR, Combination:
Applicants may also combine education and experience to qualify at the GS-05 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. GS-06 applicants:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
1) performing receptionist and record keeping duties in a clinical setting, 2) referring phone calls to the appropriate clinical and administrative personnel, 3) interpreting and providing instructions to customer, 4) entering and gathering data, 5) coordinating meetings, 6) establishing and maintaining an efficient filing system, 7) using automated data processing equipment to generate a variety of reports, and 8) establishing priorities and meeting deadlines. OR, Education:
Graduate education may be credited in those few instances when the graduate education is directly related to the work of the position. However, as a general rule, education is not creditable above the GS-05 level for most positions. You will be rated on the following Competencies for this position:
Computer SkillsCustomer ServiceInterpersonal SkillsOrganizational AwarenessWriting 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk, type, and navigate systems for long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Receive telephone calls from and/or generate telephone calls to veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution; Control conversations, in a courteous, empathetic, tactful, and respectful manner; Establish and maintain effective communication and working relationships across the full spectrum of the Veterans Affairs; Maintain professionalism and control the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls; Ask appropriate and probing questions to identify complex or vague requests for VA services; Demonstrate strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship; Respond to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance; Conduct personal or telephone interviews and/or search records or guidelines, in order to provide full explanations to specific inquiries relating to the agency and resolve problems; Prepare well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution; Triage cases that need immediate attention and alert key stakeholders as needed; Accurately records details of calls and other service requests in a limited timeframe; Determine the appropriate VA services to meet the specific needs of customers; Interpret case resolution and feedback from various VA agencies for the customer; Identify calls which must be referred to the Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff; Respect the right of privacy and maintain confidentiality of callers; Utilize alternative methods or solutions to respond to a wide variety of inquiries; Explain a variety of VA services or procedures and how they are applied; Identify the reason for delays or changes for any actions; Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer; Organize and prioritize multiple tasks appropriately and in a timely manner consistent with established standards; Explain customer processes and requirements; Utilize a multi-screen computer system application, phone system, headset, facsimile machine and other office equipment; Track inquiries until resolved; Determine the most appropriate action or identify alternatives in resolving issue(s) by interpreting and analyzing information contained within computer resources and other resources; Utilize resources through VA websites, knowledge articles and wide variety of other applicable resources as needed; Communicate with internal and external key contributors through Microsoft Outlook, Skype messaging system and other computer programs; Appropriately use computer programs to listen to call recordings and enter exceptions to provide details of work-related activities; Other duties as assigned Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Varying shifts to include evenings, nights, weekends, and holidays Telework:
May be available Virtual:
This is not a virtual position. Position Description/PD#:
Contact Representative/PD613-19006-A/613-19007-A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/09/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-05 position you must have served 52 weeks at the GS-04. For a GS-06 position you must have served 52 weeks at the GS-05.The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below:
GS-05 applicants:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
1) performing receptionist and record keeping duties in a clinical setting, 2) referring phone calls to the appropriate clinical and administrative personnel, 3) interpreting and providing instructions to customer, 4) entering and gathering data, 5) coordinating meetings, 6) establishing and maintaining an efficient filing system, 7) using automated data processing equipment to generate a variety of reports, and 8) establishing priorities and meeting deadlines. OR, Education:
Applicants may substitute education for the required experience. Applicant may substitute education for experience required for the GS-05 level. Bachelors' degree or equivalent degree or 4 years above high school education leading to such a degree. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR, Combination:
Applicants may also combine education and experience to qualify at the GS-05 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first 60 semester hours that you earned). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-05. For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. GS-06 applicants:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
1) performing receptionist and record keeping duties in a clinical setting, 2) referring phone calls to the appropriate clinical and administrative personnel, 3) interpreting and providing instructions to customer, 4) entering and gathering data, 5) coordinating meetings, 6) establishing and maintaining an efficient filing system, 7) using automated data processing equipment to generate a variety of reports, and 8) establishing priorities and meeting deadlines. OR, Education:
Graduate education may be credited in those few instances when the graduate education is directly related to the work of the position. However, as a general rule, education is not creditable above the GS-05 level for most positions. You will be rated on the following Competencies for this position:
Computer SkillsCustomer ServiceInterpersonal SkillsOrganizational AwarenessWriting 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk, type, and navigate systems for long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0962 Contact Representative - Salary Range:
$39,291 to $56,939 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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