Contact Representative (GS-4/5)
Apply online through 10/4/2022 at: https://www.usajobs.gov/job/678757800
This opportunity is open to US Citizens and Nationals.
This opportunity is open to individuals in the local commuting area of Sierra Vista, AZ and Colorado, Springs, CO.
Duties
The DFAS Customer Care Centers respond to customer inquiries and requests courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.
The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries.
Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.
Provides status on various actions; and, inaccuracies and discrepancies in customer account information.
Requirements
Conditions of Employment
- Must be a U.S Citizen or National
- Registered for Selective Service (males born after 12-31-1959)Suitable for federal employment
- This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
- You may be required to periodically travel to your site of record, another DFAS site, or other locations as mission needs dictate. In these circumstances, you would be in a TDY status and governed by applicable regulations.
- Supervisors can cancel the remote telework agreement at any time for performance, conduct, change in mission requirements, or change in circumstances. When possible, advance written notice will be provided so that necessary arrangements may be made.
- Applicants must live within a 75 mile raduis of Sierra Vista, AZ or Colorado Springs, CO upon onboarding.
- Hours of operations will be from 8:00 am to 5:00 pm EST.
- Selectees will report to either DFAS - Cleveland or DFAS - Rome.
Qualifications
GS-4 experience requirement: Applicant's resume must demonstrate one year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which reflects the ability to perform the duties of the position, is required. Specialized experience is defined as experience progressively responsible clerical, office, or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.
GS-5 experience requirement: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required. Specialized experience is defined as applying regulations, policies, and procedures governing pay and other types of transactions sufficient to convey information to customers and other interested parties. Explaining pay and other financial procedures, conveying options, and resolving problems within automated systems.
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) is qualifying. Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience.
Education
GS-04 Substitution of Education for Experience: Two years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the general experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).
GS-05 (1-grade interval) Substitution of Education for Experience: Four years of successfully completed education above the high school level in any field for which high school graduation, or the equivalent, is a prerequisite may be substituted to meet the specialized experience required. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. If you are using education to substitute for the specialized experience, you must submit transcripts at the time you apply. To be creditable, education must have been obtained in an accredited college or university. You must report only attendance and/or degrees from schools accredited by accrediting institutions that are recognized by the U.S. Department of Education (http://www2.ed.gov/admins/finaid/accred/index.html).
For more information or to apply visit: