Duties
Once selected for the Customer Service Representative (CSR) position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement 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.
Requirements
Conditions of employment
- U.S. Citizenship required
- Selective Service Registration, if applicable (www.sss.gov)
- Job offers are contingent on fingerprinting and background / security investigation results
- Selectees may be required to serve a 1 year probationary period
- Relocation expenses will not be paid
- All qualification requirements must be met by the closing date of the announcement
- Must pass Competency Assessment Interview Process (CAIP) interview.
- Selectees are required to complete a 11-13 week technical training class.
- Selectees will be required to attend and successfully complete, formal technical training onsite at a designated SSA facility.
- Candidates will not be hired based on their race, sex, color, religion, or national origin.
- Selectee must be fluent in both English and Spanish.
Qualifications
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: May 18, 2026
- Final Cut-Off and Closing Date: June 2, 2026
The initial cut-off date will be used to begin applicant consideration. Applications received after the initial cut-off date will only be considered if needed.
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: Structured Resume Review and CAIP Interview
Applicants must successfully complete both a structured resume review and the Competency Assessment Interview Process (CAIP) interview to be found fully qualified for this position.
Structured Resume Review
Your resume will be reviewed to assess the following job-relevant skills:
- Analytical and Decision-Making Skills: Assesses your ability to understand and apply rules, policies, or procedures, and to make informed decisions by analyzing information from different sources.
- Professional/Academic Rigor: Assesses your commitment to academic or professional growth, including achievements such as academic honors, or simultaneously balancing work and education.
- Public Contact/Customer Service Experience: Measures your experience interacting with the public, especially in roles that require effective communication, problem-solving, or handling sensitive situations.
- Workload/Task Management: Looks at your ability to manage multiple tasks, prioritize responsibilities, and handle a high volume of work efficiently.
COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) INTERVIEW
Applicants will be required to participate in a panel interview (after the structured resume review eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to 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.
BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Spanish. Applicants will be required to pass an interview designed to assess possession of this ability.
Education
SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. 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: Credential Evaluation Services.
GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor's degree, etc.).
GS-6/7: Substitution of education is not applicable at these grade levels.
COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.
GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements.
Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.
For information on providing proof of education or substituting education for experience, visit General Schedule Qualification Standards (opm.gov)
Additional information
Positions are located in Field Offices listed under locations.
This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level.
This is a bargaining unit position represented by the American Federation of Government Employees.
LOCALITY PAY: Salary will be set in accordance with locality pay provisions. Refer to Salaries & Wages for locality pay tables.
Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.
As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:
- your performance and conduct;
- the needs and interests of the agency;
- whether your continued employment would advance organizational goals of the agency or the Government; and
- whether your continued employment would advance the efficiency of the Federal service.
For an overview of SSA Benefits, please visit the following YouTube link - https://youtu.be/uBNlGR3lutk
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.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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. Opens in a new windowLearn 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.
Required Documents
You must also submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference.
Resumes exceeding two pages will not be considered per OPM's new resume guidance. To be considered, your resume must:
- Clearly demonstrate your qualifications for the position
- Include your contact information
We recommend using a clear, easy-to-read format and focusing on information most relevant to the job announcement.
RESUME: You must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, dates of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualifications for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure that your resume includes the grade (if you are a current or previous federal employee) and month, day, and year that you began and ended each position held. Without this information, the experience gained while in that position may not be credited toward meeting the qualifications requirements. The resume should indicate if the work is full-time or part-time. Part-time work is prorated (e.g., if you work 20 hours per week for a 12-month period, you will be credited with 6 months of experience).
For additional information see:
What to include in your resume
Experience statements (i.e., duties, specialized experience, or occupational assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstration of your qualifications for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible rating.
PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified. Well-qualified is defined as having knowledge, skills, and abilities that clearly exceed the minimum qualification requirements for the position. Candidates must also provide:
- proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
- proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.
For more information visit
http://www.opm.gov/rif/employee_guides/career_transition.asp.
Veteran's preference does not apply under this Direct Hire Authority.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.