Customer Service Representative


Vacancy ID: 1836941   Announcement Number: IG-17-1836941-MST-MP   USAJOBS Control Number: 454783000

Social Security Number


Vacancy Identification Number

1836941
1. Title of Job

Customer Service Representative
2. Biographic Data

3. E-Mail Address


4. Work Information

5. Employment Availability

If you are applying by the OPM Form 1203-FX, leave this section blank.

6. Citizenship

Are you a citizen of the United States?
7. Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

8. Other Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

9. Languages

If you are applying by the OPM Form 1203-FX, leave this section blank.

10. Lowest Grade


09

11. Miscellaneous Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

12. Special Knowledge

If you are applying by the OPM Form 1203-FX, leave this section blank.

13. Test Location

If you are applying by the OPM Form 1203-FX, leave this section blank.

14. Veteran Preference Claim

15. Dates of Active Duty - Military Service

16. Availability Date


17. Service Computation Date


18. Other Date Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

19. Job Preference

If you are applying by the OPM Form 1203-FX, leave this section blank.

20. Occupational Specialties


001 Customer Service Representative

21. Geographic Availability


510040510 Alexandria, VA

22. Transition Assistance Plan

23. Job Related Experience



24. Personal Background Information

If you are applying by the OPM Form 1203-FX, leave this section blank.

25. Occupational/Assessment Questions:

The following section is used to determine your eligibility for appointment in the Federal Government or Status for referral consideration. Please respond yes or no to the following questions. FAILURE TO RESPOND TO THESE QUESTIONS WILL RESULT IN AN INELIGIBILE RATING. NOTE: You must submit the required documentation to verify your eligibility as indicated below. Failure to provide the required documents will render you not eligible for consideration. See instructions under the "How to Apply" tab for submitting documentation.

A- Yes
B- No

1. Current Department of Defense (DOD) IG Civilian Employee - I am a current DOD IG employee with competitive status (includes DOD IG employees serving on a career or career-conditional appointment). (SF-50 block 24 must be a "1" or "2" AND block 34 must be a"1") (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your latest non-award SF-50 that reflects your highest grade held on a permanent basis along with your application/resume package).

2. DoD Transfer - I am currently employed as a permanent career or career-conditional DoD (i.e., Air Force, Navy, Marines, DLA, DFAS, or DoDEA) employee in the competitive service. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your latest non-award SF-50 that reflects your highest grade held on a permanent basis along with your application/resume package).

3. Non-DoD Transfer - I am currently employed as a permanent career or career-conditional Non-DoD (e.g., Dept of Labor, VA) employee in the competitive service. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your latest non-award SF-50 that reflects your highest grade held on a permanent basis along with your application/resume package).

4. Reinstatement - I am a former Federal service employee who attained career status on a permanent, competitive status appointment OR had obtained career-conditional status and am within three years of the date of separation. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your latest non-award SF-50 that reflects your highest grade held on a permanent basis along with your application/resume package).

5. Interagency Career Transition Assistance Plan (ICTAP) - I am a current or former Federal employee displaced from a position in a Non-DoD Federal agency (e.g. IRS, VA, Dept of Labor, etc.) in the same local commuting area of this vacancy. I have a current (or last) performance rating of record of at least fully successful or the equivalent. Applicants eligible under ICTAP are provided priority selection for vacancies within the local commuting area for which they apply and if they are found to be well-qualified for this vacancy. (NOTE: If you indicate "yes" for this statement, you MUST submit a copy of the appropriate documentation such as a reduction-in-force (RIF) separation notice, a SF-50 reflecting your RIF separation, or a notice of proposed removal for declining a directed reassignment or transfer of function to another commuting area. Also, you must submit documentation to reflect your current (or last) performance rating of record along with your application/resume package.)

6. Veterans Recruitment Appointment (VRA) - I am a disabled veteran; or a veteran who served on active duty in the Armed Forces during a war declared by Congress, or in a campaign or expedition for which a campaign badge has been authorized; or a veteran who, while serving on active duty in the Armed Forces, participated in a military operation for which the Armed Forces Service Medal was awarded; or I have separated from active duty within the past 3 years; AND my discharge was under honorable conditions. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your DD Form214 and proof of any preference eligibility along with your application/resume package. Applicants eligible under the VRA appointing authority may be appointed to any grade level for which qualified up to GS-11 or equivalent.)

7. Veterans Employment Opportunity Act (VEOA) - I am a veteran who served 3 or more years of continuous active duty service in the military [NOTE: if released shortly, (i.e., within 90 days) before completing a 3-year tour, you are considered to meet this eligibility]; OR I am a preference eligible; AND my discharge was performed under honorable conditions. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your Member 4, DD Form 214 and proof of any preference eligibility along with your application/resume package.)

8. 30% Disabled Veteran - I am a disabled veteran rated by the Department of Veterans Affairs (VA) as having a compensable service-connected disability of 30% or more or a disabled veteran who retired from active military service with a disability rating of 30% or more; AND my discharge was under conditions other than dishonorable. [NOTE: If you respond "yes" to this statement, you MUST submit a copy of your Member 4, DD Form 214, documenting final military discharge, release or retirement (your DD Form 214 must reflect the dates of service, character of discharge, and time lost, if any), the Standard Form 15, Application for 10-Point Veteran Preference and the documentation required as indicated on that form.]

9. Current Military Spouse - I am a current Military Spouse that has registered within this commuting area for this job title and grade and matched for this vacancy through the Priority Placement Program (PPP). (NOTE: If you indicate "yes" for this question, you MUST submit your supporting documents along with your application/resume package).

10. Non-Appropriated Fund (NAF) - I am currently serving on a NAFI or Army Air Force Exchange Services (AAFES) position without time limitation; or I have been involuntarily separated from such an appointment without personal cause within the preceding year; AND, I have been serving or have served in such a position continuously for at least one year. (NOTE: If you indicate "yes" for this question, you MUST submit a copy of your most recent personnel action form and a prior personnel action form which will reflect at least one year of continuous service as a NAF/AAFES employee along with your application/resume package.)

11. Persons with Disability - I am eligible for this hiring category. Note: eligibility for this category is: if you are an individual with mental retardation; a severe physical disability; or a psychiatric impairment which has been certified by a licensed medical professional, vocational rehabilitation specialist or any other Federal, State or District of Columbia agency that issues or provides disability benefits. Supporting documentation: a letter, record or statement issued from a licensed medical professional, vocational rehabilitation specialist or any other Federal or State agency that issues or provides disability benefits. Certification of job readiness may also be requested. (NOTE: If you indicate "yes" for this question, you MUST submit documents supporting your claim with your application/resume package.)

12. Special Hiring Authority - I am eligible to apply under another authority not listed here (e.g. completion of Peace Corps, VISTA, etc.). NOTE: If you indicate "yes" for this question, you must submit all the required documents showing your eligibility.

13. Interchange Agreement - I am currently on a permanent position which is equivalent to at least the (grade of the position) level (or higher) in the federal service; however, I am an employee for a federal agency which has an interchange agreement with the U.S. Office of Personnel Management, or with a federal agency covered under other special appointing authorities or agreements (e.g., TSA, U.S. Postal Service, FAA, etc.). NOTE: If you indicate "yes" for this question, you MUST submit a copy of your most recent career/career conditional SF-50, or equivalent employment document along with your application/resume package.

14. Executive Order (EO) 12721- I was employed overseas as an Appropriated Fund employee and am eligible to apply in accordance with EO 12721. NOTE: If you indicate "yes" for this question, you must submit all the required documents as shown in this announcement under "Required Documents," along with your application/resume package.

15.

Military Spouse under Executive Order 13473 - I am the spouse of a member of the Armed Forces who has been issued orders for a permanent change of station (PCS) and I am indicated on the PCS orders; and I have been married to the military member on, or prior to the date of my spouse's PCS orders; and I am relocating with my spouse to the new duty location; and I have not been appointed using this authority under these orders. -OR- I am the spouse of a member of the Armed Forces who retired with a disability rating at the time of retirement of 100 percent; or retired or separated from the Armed Forces and has a disability rating of 100 percent from the Dept of Veterans Affairs. -OR- I am the un-remarried widow or widower of a member of the Armed Forces killed while in active duty status. (NOTE 1: Spouses are eligible for a noncompetitive appointment under this authority for a maximum of 2 years from the date of the service member's permanent change of station orders. NOTE 2: For current military spouse's this appointment authority is limited to the geographical area of the PCS orders and is limited to one permanent appointment per PCS orders. For spouses of 100 percent disabled veterans or widows/widowers this authority is not limited to a geographical area and there is not a limit to the number of appointments under this authority. NOTE 3: You must include a copy of your spouse's PCS orders, or VA disability rating, or DD-1300 and Death Certificate, as applicable.

16. I am a retired Federal employee receiving an annuity from the Office of Personnel Management. NOTE: If you answered yes to this question, attach a copy of your retirement Standard Form 50 to your application.

1. Carefully read the following description and select the response below that best represents your education and/or experience to qualify. Please ensure your resume supports the response you select. Your resume and/or supporting documentation must clearly support your response to this question. Failure to provide support for your response may result in an adjustment to your final rating, or you may lose consideration.

A. Yes, I have at least 1 year (52 weeks) of experience at the GS-07 grade level. Specialized experience is defined as: 1) Researching and analyzing established administrative issues; 2) acting as liaison with individuals and groups both inside and outside an organization regarding civilian payroll and befit issues; and 3) preparing a variety of written documents, such as staff papers, status reports, training materials or policy recommendations.
B. No, I do not meet the above.

2. Do you have demonstrated experience of Civilian payroll functions and time keeping processes and procedures in order to analyze exact causes and resolve payroll inquiries?

A. Yes
B. No

For the following statements, choose the response (A-E) from the list below that best describes your experience and/or training. Select only one letter per statement. Ensure that your application supports all of your responses.

A- I have not had experience or education in performing this task.
B- I have education directly related to this task, but have not performed it on the job.
C- I have performed this task on the job under normal supervision.
D- I have performed this task independently and without the review of a supervisor.
E- I have served as the technical authority on this task, providing guidance or supervision to others because of my background.

3. Provide technical and administrative advice and assistance as it relates to Employee Benefits.

4. Counsel employees on basic issues involving employee benefits (e.g. FEHB, FEGLI, FEDVIP, and TSP).

5. Research and gather data and information to response to employee benefit inquiries.

For the following statements, choose the response (A-E) from the list below that best describes your experience and/or training. Select only one letter per statement. Ensure that your application supports all of your responses.

A- I have not had experience or education in performing this task.
B- I have education directly related to this task, but have not performed it on the job.
C- I have performed this task on the job under normal supervision.
D- I have performed this task independently and without the review of a supervisor.
E- I have served as the technical authority on this task, providing guidance or supervision to others because of my background.

6. Analyze timekeeping, leave and pay laws and regulations ensure compliance.

7. Conduct analysis of a civilian payroll system to validate timekeeping, leave and pay data.

8. Train functional analysts on the timekeeping. Leave and pay aspects of a Civilian Payroll System.

For the following statements, choose the response (A-E) from the list below that best describes your experience and/or training. Select only one letter per statement. Ensure that your application supports all of your responses.

A- I have not had experience or education in performing this task.
B- I have education directly related to this task, but have not performed it on the job.
C- I have performed this task on the job under normal supervision.
D- I have performed this task independently and without the review of a supervisor.
E- I have served as the technical authority on this task, providing guidance or supervision to others because of my background.

9. Generate reports to validate time and attendance reporting and to identify severity of system problems and recommend solutions.

10. Proficiency using one or more employee payroll system such as Defense Civilian Pay System (DCPS), Federal Personnel and Payroll System (FPPS), etc.

For the following statements, choose the response (A-E) from the list below that best describes your experience and/or training. Select only one letter per statement. Ensure that your application supports all of your responses.

A- I have not had experience or education in performing this task.
B- I have education directly related to this task, but have not performed it on the job.
C- I have performed this task on the job under normal supervision.
D- I have performed this task independently and without the review of a supervisor.
E- I have served as the technical authority on this task, providing guidance or supervision to others because of my background.

11. Conduct analysis of the timekeeping, leave and pay aspects and their relationship with personnel actions to accurately identify problems.

12. Gather and analyze pay-related data to identify pay errors and/or ensure corrections are made.

For the following statements, choose the response (A-E) from the list below that best describes your experience and/or training. Select only one letter per statement. Ensure that your application supports all of your responses.

A- I have not had experience or education in performing this task.
B- I have education directly related to this task, but have not performed it on the job.
C- I have performed this task on the job under normal supervision.
D- I have performed this task independently and without the review of a supervisor.
E- I have served as the technical authority on this task, providing guidance or supervision to others because of my background.

13. Respond to clients on benefits and/or payroll inquiries.

14. Acquire, clarify, and exchange facts with technical staff and other analysts in order to follow through with customer requirements and policies.

15. Respond accurately and timely to high volume of customer complaints or inquiries.

16. Please take this opportunity to review your ratings to ensure their accuracy. By agreeing to the statement below, you are confirming that you understand this warning. You have reviewed your responses to this questionnaire, and verified that your responses are accurately described your current level of experience and capability. Failure to agree to the statement below will disqualify you from further consideration for the position.

A. Yes, I verify that all of my responses to this questionnaire are true and accurate. If my supporting documentation and/or steps in the selection process do not support my responses, I understand that my application may be rated lower and/or I may be removed from further consideration.
B. No, I do not accept this agreement and/or I no longer wish to be considered for this position.