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Contact Representative (Customer Service Representative) (Ictap/Veoa/Military Spouse Only)

Expired Job

US Government Other Agencies And Independent Organizations Wausau , WI 54402

Posted 3 months ago

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HelpDuties Summary

This position is located in the Wausau, WI District Office at 352 Grand Ave, Wausau, WI 54403.

Flextime| Full-Time| Alternate work schedules may be available

Learn more about this agency


Once selected for the Customer Service Representative 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.

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

Travel Required

Not required

Supervisory status


Promotion Potential

  • Job family (Series)
    0962 Contact Representative

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  • Customer Service Representatives

  • Representatives, Customer Service

  • Requirements

HelpRequirements Conditions of Employment

  • Proof of ICTAP or VEOA eligibility required

  • U.S. Citizenship required

  • Selective Service Registration, if applicable (

  • Background and/or security investigation required

  • Job offers are contingent on background / security investigation results

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

  • ICTAP eligibles in the Wausau, WI local commuting area only


GS-8 Fifty-two weeks of specialized experience equivalent to the GS-7 level or above that includes skill in conducting personal and telephone contacts with a wide range of individuals; such experience must demonstrate the ability to explain complex technical or regulatory information and to adapt explanations and language used to different levels of understanding, and the ability to conduct interviews in a way that established good relations while obtaining or providing relevant information in the minimum amount of time, and the ability to recognize and overcome attitudes or emotions that hinder effective communication: or technical, investigative, professional or quasi legal work that has provided a good working knowledge of the body of laws, regulations and procedures governing the program with which the position is concerned.

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.


Meet and Deal Panel 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. Candidates 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 Meet and Deal panel interview, you will not qualify for the job. If you have previously taken and passed the Meet and Deal Interview, please submit a copy of your notice as verification. If you have previously held a SSA position subject to the Meet and Deal Interview requirement, please upload a copy of a SF-50, Notification of Personnel Action, as verification that you have held such a position.

Qualification requirements must be met by the closing date of this announcement.

Applicants for promotion to GS-8 must have 52 weeks at GS-7.

Time in grade requirement must be met by the closing date of this announcement. (Time in Grade Restriction only applies to ICTAP eligibles)


For the GS-8: Substitution of education is not applicable at these grade levels.

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Contact Representative (Customer Service Representative) (Ictap/Veoa/Military Spouse Only)

Expired Job

US Government Other Agencies And Independent Organizations