|Title||Specialty Contact Representative|
|Company||US Department of Veterans Affairs|
This position is assigned the organizational title of Specialty Customer Service Representative (CSR) under the Chief, Contact Center of the Customer Experience, Office of Community Care, Department of Veterans Affairs (VA), Veterans Health Administration. The primary function of the Specialty Customer Service Representative is advising, counseling, reviewing applications and claims and/or responding to requests regarding business processes for all specialty health benefit programs.
Not requiredSupervisory status
0962 Contact Representative
RequirementsRequirements Conditions of Employment
There is no educational substitution at this grade level.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
The Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.
If you are unable to apply online view the following link for information regarding an Alternate Application.
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
OtherDrug test required
NoPosition sensitivity and risk
Non-sensitive (NS)/Low RiskTrust determination process
Required DocumentsRequired Documents
To apply for this position, you must provide a complete Application Package which includes:
A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Current federal employees of this agency.
Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
1st area of consideration (AOC): Career Transition Assistance Plan eligible applicants 2nd AOC: Current permanent Office of Community Care/Delivery Operations VA employees at station 741 in physical duty station 3rd AOC: Current permanent AFGE bargaining unit VA employees in the rest of Office of Community Care/Delivery Operations station 741 4th AOC: 30% or more service connected, VRA, VEOA, Schedule A
Answers telephone, routes calls, takes messages, provides routine assistance and information to the caller. Maintains filing systems and answers phones.
Answer phones, provide information, take and deliver messages, and direct callers to the appropriate individual. Creating and maintaining filing systems;
Complete accurate data entry into multiple Federal, State and internal systems. Collaborate directly with both internal and external partners such as State…
Receive incoming calls promptly and in a courteous manner. Document all incoming calls and requests expediently. We’ll hello and high five.