SUPERVISORY CONTACT REPRESENTATIVE

Full Job Description

This job announcement uses the Subject Matter Expert Panel Assessment to evaluate applicants.

Time-in-Grade for GS-07: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement.

Applicant must have served 52 weeks as a GS-06 or higher grade in Federal Service.

Time-in-Grade for GS-08: Current or former federal employees who have held a GS position in the preceding 52 weeks, must meet the time in grade requirement.

Applicant must have served 52 weeks as a GS-07 or higher grade in Federal Service.

** The effective date of your SF-50 must reflect that you will meet the 52-week time in grade requirement within 30 days of the announcement closing.

** One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-06 if applying at the GS-07 level, or GS-07 if applying at the GS-08 level) within the federal service, which demonstrates the ability to perform the duties of the position, is required.

GS-07 Specialized Experience is defined as: apply financial regulations, policies and procedures to research customer issues; develop solutions and explain regulations and outcomes to customers; resolve customer inquiries and complaints; interpret technical materials; resolve problems within automated financial systems; and recommend improvements to workflow efficiency within the environment of a customer care center.

GS-08 Specialized Experience is defined as: interpret and apply pay regulations, policies and procedures to research and analyze the most complex, time-sensitive and highly visible customer problems; develop solutions and explain technical pay regulations, procedures and outcomes to customers in lay terms; resolve customer inquiries and complaints; and implement standard operating procedures to improve process.

You may qualify for consideration if meeting time-in grade, specialized experience, education requirement, 90 days after competitive appointment requirement, and all other qualification requirements within 30 calendar days after the closing date of the announcement, unless otherwise indicated on the announcement.

Major Duties:

• The duties, described below, represent the major duties performed at the GS-08 level. The duties performed for developmental positions will be of limited scope and complexity to develop skills, proficiency, and work experience.
• Assigns work to subordinates based on workload, difficulty of assignments, and the capabilities of employees.
• Meets directed goals for delivery of service, e.g. average wait times, abandoned calls, average call length.
• Recommends changes to the goals and directs initiatives to meet or improve goals.
• Effects minor disciplinary measures, and recommends other actions in the more serious cases.
• The incumbent is responsible and accountable for internal processes and administrative, technical, and automated system controls.
• Provides interpretation of pay regulations and procedures to subordinates and mediates between customers and Contact Representatives when customers question the resolution of inquiries.