Contact Representative (Teleservice Representative)

Contact Representative (Teleservice Representative)

Auburn, Washington map
Auburn, Washington
Position Type
Organization Type
Government Agency/Public Sector
Professional Level
Non-Competitive Eligibility
Advanced Degree Required

Contact Resources

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Contact Representative (Teleservice Representative)
U.S. Social Security Administration

Job Posting Date September 3, 2014
Application Deadline September 5, 2014


Do you have a desire to:

  • help SSA manage its Social Security programs?
  • analyze and solve problems?
  • help and advise millions of retired and disabled individuals?
  • work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

Once selected for this important position in SSA, you will affect the Agency's mission through direct and personal service to the public. This will includes speaking with beneficiaries about their rights under the Social Security laws, gathering facts and evidence to establish eligibility for benefits, making critical decisions to determine the amount of benefits paid to individuals, and using state-of-the-art computer technology to access and update information about claims.

This is a career-ladder position leading to the GS-8 level.

NOTE: Applicants must be available to work the 10:30 a.m. - 7:00 p.m. shift.


  • Assists the public, via telephone, answering a wide variety of questions by interviewing the individual, investigating the situation and resolving the problem.
  • Using multiple computer systems and applications, accesses, interprets, and applies technical information, including a variety of policies, procedures, laws and regulations, to resolve issues related to Social Security programs.
  • Utilizes a comprehensive knowledge of SSA programs, as well as related Federal and State programs, to perform independent analysis and problem solving. Strong computer navigation skills are a necessity, as a majority of the work is completed by utilizing multiple computer systems and applications to successfully meet customer needs.



  • Current noncompetitive eligibility.

The job description for each position held on your resume will be used in determining if your skills and experiences meet the qualification requirements. (See Important Note Below)

All qualification requirements must be met by the closing date of the announcement.

If you are using experience to qualify, you must have:

For GS-4: 52 weeks of general experience. General experience is experience performing progressively responsible clerical, office, or other work which included duties such as data entry or word processing, answering telephones, maintaining office files, or proofreading documents for grammar, spelling, etc. which demonstrate the ability to perform the work of the Contact Representative (Teleservice Representative) position.

For GS-5: 52 weeks of specialized experience equivalent to the GS-4 level, performing all or most of the following tasks: 1) Applying laws, rules or regulations and written guidelines; 2) Communicate orally in order to provide information, assistance, or instructions to members of the general public or their representatives; 3) Perform administrative and clerical processes using a computer to reconcile discrepancies, associate documents with related files/records, etc.; 4) Write correspondence in response to inquiries and draft a variety of other written products.

For GS-6: 52 weeks of full-time work experience equivalent to the GS-5 level, independently performing all or most of the following tasks: 1) Applying and interpreting laws, rules, regulations, and written guidelines; 2) Communicating orally with a large volume (daily or continuously) of people from different socioeconomic backgrounds in order to provide or elicit information; 3) Performing administrative and clerical processes using a computer to reconcile discrepancies; and 4) Writing correspondence in response to technical inquiries and drafting a variety of other written products.

For GS-7: 52 weeks of full-time work experience equivalent to the GS-6 level, independently performing all or most of the following tasks: 1) Interpreting complex laws, regulations and written guidelines (e.g., Federal, State or County laws); 2) Communicating orally, with a large volume of people from different socioeconomic backgrounds in order to resolve problems and provide advice/guidance about program policies, benefits, etc.; 3) Performing administrative and clerical processes using a computer to reconcile discrepancies; and 4) Writing correspondence in response to complex inquiries for technical information and preparing a variety of other types of written work products.


  • Not Required


  • No


  • U.S. Citizenship Required
  • Selective Service Registration, if applicable
  • Background and/or Security Investigation Required
  • Selectees are required to serve a 1 year probationary period
  • Selectees required to complete a 12 week technical training class.
  • Relocation expenses will not be paid.
  • Resume must include number of hours per week worked for each position held.

Additional Information

This job is available to applicants with active non-competitive eligibility (NCE) status. NCE is a special federal hiring status applicable for certain federal jobs. For more information on NCE, visit


$30,164 - $41,804 (GS 04/07)

Application Instructions

Additional Application Materials:

For more information and to apply, email your resume, transcripts (unofficial copies), and proof of Peace Corps Volunteer Service (Certificate of Non-Competitive Eligibility) to feel free to call 253.288.4462 or 253.288.4465 with any questions.

Important Note: Your resume must indicate the specific number of hours worked per week for each position you’ve held. You should not use a range of hours (i.e., 20-30) to indicate the number of hours worked per week. 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.


Your resume must indicate both a beginning and ending date for each position you've held. Your beginning and ending dates must include at least a month and year.

Substituting Education: For information on substituting education for experience, visit

In order for your college coursework to be considered as part of your minimum qualifications, you must upload a copy of your transcript(s) prior to the closing date of the vacancy announcement. Unofficial “web-transcripts” are acceptable for the application process.

NOTE: Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to:

  • For GS-4: Successful completion of a full 2-year course of study above high school (e.g., 60 semester hours, 90 quarter hours, associate’s degree, etc.)
  • For GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 semester hours, 180 quarter hours, bachelor's degree, etc.).

NOTE: There is no substitution of education for the GS-6 or GS-7 grade levels.

Combining Education and Experience

Experience and education can be combined to meet the minimum qualification requirements for the position at the GS-4 or GS-5 grade levels. Experience and education should be computed as percentages of the overall requirements and must equal 100% when combined. Example: 6 months general experience plus 1 year of education above the high school level is qualifying for the GS-4 level; Three years of college coursework plus 6 months specialized experience is qualifying for the GS-5 level.

The posting employer has certified that this announcement complies with Peace Corps' Equal Opportunity Employment policy:

The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.

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