Call Center Representative - DHA

Full Job Description

Positions under this announcement are being filled using Direct Hire Authority (DHA) (SSA-001) and are open to all U.S. citizens.

Selections made from this announcement will be processed as new appointments to the civil service, even for current civil service employees. Under DHA rules, veterans' preference does not apply.

To learn more about SSA, click the links below: Careers with SSA The United States Social Security Administration my Social Security | SSA 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: February 11, 2026.

Second Cut-Off Date: February 18, 2026. Final Cut-Off and Closing Date: February 25, 2026 Initial cut-off date will be used to begin applicant consideration.

Applications received after the cut-off date will only be considered if needed.

If you are using experience to qualify, you must have: 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 COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public.

Applicants must pass this interview process in order to be found fully qualified for this position and 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. Major Duties:

Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA's National 800 number.

Click this link to Watch What Customer Service Teleservice Representatives do!

Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public.

This involves receiving incoming calls through SSA's National 800 number and conducting interviews to determining the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs; obtaining information in order to determine eligibility for programs administered by SSA; and using automation tools to access and update information about claims or potential eligibility.

As a Customer Service Representative, you must be knowledgeable about Social Security programs and be able to explain complex concepts to members of the public who contact the agency.

If selected, you will be given extensive training to prepare you to perform the position.

Customer Service Representatives provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nature of the caller's question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

This announcement serves as public notice. Applications submitted will be placed into a pool and will remain on file for selection as positions become available.

Vacancies may be filled for up to 6 months after the closing date of this announcement.

Applicants may not receive notifications of referral status until the full 6-month eligibility period has elapsed. Cut-Off Dates to receive applications will be used for this announcement.

First Cut-Off Date: February 11, 2026. Second Cut-Off Date: February 18, 2026. Final Cut-Off and Closing Date: February 25, 2026.