Customer Service Representative-Unicor (Correctional)

Department Of Justice Lexington , KY 40598

Posted 1 week ago

  • Duties

HelpDuties Summary

Why work for the Federal Bureau of Prisons?

You can have a meaningful career with an agency that truly values a diverse workforce. You will find a diverse workforce employed from entry level jobs to senior management positions.

We protect public safety by ensuring federal offenders serve their sentences of imprisonment in facilities that are safe, humane, and provide reentry programming. Employees at correctional facilities perform correctional work regardless of their specific occupation.

Learn more about this agency


The incumbent serves as a Customer Service Representative overseeing the call center telephone service operations handled by inmate work details. Responsible for the day-to-day operation of the call center and supervision of the inmate workers, handling unique situations involving call center support inbound calls from customers, monitoring inmate telephone skills, ensuring proper work flow, and accountability of the inmate workers. Responsible for the planning, development, implementation, and evaluation of the call center operation.

Along with all other correctional institution employees, incumbent is charged with responsibility for maintaining security of the institution. The staff correctional responsibilities precede all others required by this position and is performed on a regular and recurring basis.

Travel Required
25% or less - Travel may be required for training.

Supervisory status


Promotion Potential

  • Job family (Series)
    0303 Miscellaneous Clerk And Assistant

  • Requirements

HelpRequirements Conditions of Employment

  • U.S. Citizenship is Required.

  • See Special Conditions of Employment Section.

The Career Transition Assistance Plan (CTAP) provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies. If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP eligibility, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well qualified for this vacancy.

To be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. You must provide a copy of your written notification of CTAP eligibility with your application. Additional information about CTAP eligibility is at: Click Here


To be considered for the position, you must meet the following qualification requirements.


As a general rule, education is not creditable above GS-05 for most positions covered by this standard; however, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position.

NOTE: If you are using education to qualify, you MUST provide legible transcripts to receive consideration. Transcripts must include identifying information to include School Name, Student Name, Degree and Date Awarded (if applicable). All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education. For a list of schools that meet this criteria, Click Here. Transcripts MUST be received by the Consolidated Staffing Unit by the closing date of the vacancy announcement. (If you are selected for this position based upon your education, you will be required to provide an OFFICIAL transcript prior to your first day on duty.)

For information regarding foreign education requirements, please see Foreign Diploma and Credit Recognition at the U.S. Department of Education website: Recognition of Foreign Qualifications


You must have at least one year of specialized experience equivalent in difficulty and complexity to the next lower grade level in federal service. To be creditable, this experience must have equipped the applicant with the particular qualifications to perform successfully the duties of the position, and must typically be in or related to the position to be filled.

Some examples of this qualifying experience are:

  • Experience with assessing problems, complaints and resolving them without supervision.

  • Technical knowledge of several computer application program.

  • Experience providing expert advice to group members regarding technical content of responses to customer inquiries and complaints.

Credit will be given for paid and unpaid experience. To receive proper credit, you must show the actual time (such as number of hours worked per week) spent in the activities.

Your eligibility for consideration will be based on your responses to the questions in the application.


See Qualifications Section for education requirements, if applicable.

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Customer Service Representative-Unicor (Correctional)

Department Of Justice