Contact Representative - Help Desk
Major Duties include but are not limited to:
Benefits and Eligibility Counseling - 50% Receive inbound telephone calls from Veterans, Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries. Ask clarifying questions to ensure the primary issues of the call are identified and to surface any other concerns or issues are addressed during the call. Determines most appropriate action or identifies alternatives in resolving issue(s) through in depth research and interpretation. Explain the process of filling out a claim for benefits, eligibility requirements, forms and other relevant information. Seeks Lead Contact Representative (CR) assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful. Serves as mentor and aids in training entry-level representatives on call center procedures and other job requirements. Technical Competency and Support - 40% Receives inbound telephone calls, emails, or VA IRIS (Inquiry Routing and Information System) inquiries from Veterans, caregivers, VA staff and other users related to the My HealtheVet website, eBenefits website, Web and Mobile Solutions Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality. Performs research using approved knowledge management scripting and business processes to determine and resolve each problem. Performs research and utilizes technical references and VA records systems available to resolve identified issues. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Records completion of work according to policies, procedures and guidance applicable to the work performed. Reports and tracks user feedback and suggestions. Appropriately documents issues and resolution in appropriate system of record. Customer Service - 10% Responds to delegated service requests such as but not limited to returned casework or scheduled callbacks from Lead CR or Supervisory staff in a timely fashion appropriate to the criticality of the request Exhibits a high degree of professionalism to customers. Provides timely feedback to customers on service request status, resolution actions, and preventive measures for the requests. Provides efficient instruction or training to customers about use of website. Shares available self-service references and resolution actions with customers assisting in customer efficiency and proficiency when working with systems/equipment. Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Full-time, Monday-Friday, 8 hour shift between the hours of 6:
45 am-7:
15pm (CST). Specific tour will be determined by management at the end of the training period based on the organization's needs. Compressed/Flexible:
Not Available Telework:
Available Virtual:
This is not a virtual position. Position Description/PD#:
Contact Representative GS-6:
01916A GS-5:
01917A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/02/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education s described below:
GS-05 GRADE LEVEL Specialized
Experience:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes:
Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues using oral communication. Basic written communication skills to take notes or document work. Experience using basic computer skills (typing, researching, and navigating through multiple windows). (Experience must be documented in your resume to receive credit) OR Education:
Applicants may substitute education for the required specialized experience at the GS-5 grade level. To qualify based on education for this grade level you must have 4 years above high school education (or equivalent). This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. (Transcript Required) OR Combination of Experience and Education:
You may qualify by a combination of experience and education. For GS-5 level positions only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (Transcript Required and Experience must be documented in your resume to receive credit) GS-06 GRADE LEVEL Specialized
Experience:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes:
Experience with health care practices, Health Insurance Portability Accountability Act (HIPAA) rules, and Security and Privacy Act (PA) requirements to safeguard personal identifiable information and personal health information. Experience with operations of software such as, but not limited to Microsoft Office products and browsing software. Experience with operations of hardware such as, but not limited to, personal computers and mobile device navigation and operation. Experience communicating effectively with callers to conclude the primary purpose of calls on widely varying subjects, and to resolve caller inquiries within a reasonable amount of time. Experience documenting case notes thoroughly regarding call information. (Experience must be documented in your resume to receive credit) You will be rated on the following Competencies for this position:
Customer ServiceProblem SolvingReadingTechnical Competence Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk and sit for long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Benefits and Eligibility Counseling - 50% Receive inbound telephone calls from Veterans, Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries. Ask clarifying questions to ensure the primary issues of the call are identified and to surface any other concerns or issues are addressed during the call. Determines most appropriate action or identifies alternatives in resolving issue(s) through in depth research and interpretation. Explain the process of filling out a claim for benefits, eligibility requirements, forms and other relevant information. Seeks Lead Contact Representative (CR) assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful. Serves as mentor and aids in training entry-level representatives on call center procedures and other job requirements. Technical Competency and Support - 40% Receives inbound telephone calls, emails, or VA IRIS (Inquiry Routing and Information System) inquiries from Veterans, caregivers, VA staff and other users related to the My HealtheVet website, eBenefits website, Web and Mobile Solutions Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality. Performs research using approved knowledge management scripting and business processes to determine and resolve each problem. Performs research and utilizes technical references and VA records systems available to resolve identified issues. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Records completion of work according to policies, procedures and guidance applicable to the work performed. Reports and tracks user feedback and suggestions. Appropriately documents issues and resolution in appropriate system of record. Customer Service - 10% Responds to delegated service requests such as but not limited to returned casework or scheduled callbacks from Lead CR or Supervisory staff in a timely fashion appropriate to the criticality of the request Exhibits a high degree of professionalism to customers. Provides timely feedback to customers on service request status, resolution actions, and preventive measures for the requests. Provides efficient instruction or training to customers about use of website. Shares available self-service references and resolution actions with customers assisting in customer efficiency and proficiency when working with systems/equipment. Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule:
Full-time, Monday-Friday, 8 hour shift between the hours of 6:
45 am-7:
15pm (CST). Specific tour will be determined by management at the end of the training period based on the organization's needs. Compressed/Flexible:
Not Available Telework:
Available Virtual:
This is not a virtual position. Position Description/PD#:
Contact Representative GS-6:
01916A GS-5:
01917A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not Required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/02/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education s described below:
GS-05 GRADE LEVEL Specialized
Experience:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes:
Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues using oral communication. Basic written communication skills to take notes or document work. Experience using basic computer skills (typing, researching, and navigating through multiple windows). (Experience must be documented in your resume to receive credit) OR Education:
Applicants may substitute education for the required specialized experience at the GS-5 grade level. To qualify based on education for this grade level you must have 4 years above high school education (or equivalent). This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. (Transcript Required) OR Combination of Experience and Education:
You may qualify by a combination of experience and education. For GS-5 level positions only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (Transcript Required and Experience must be documented in your resume to receive credit) GS-06 GRADE LEVEL Specialized
Experience:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes:
Experience with health care practices, Health Insurance Portability Accountability Act (HIPAA) rules, and Security and Privacy Act (PA) requirements to safeguard personal identifiable information and personal health information. Experience with operations of software such as, but not limited to Microsoft Office products and browsing software. Experience with operations of hardware such as, but not limited to, personal computers and mobile device navigation and operation. Experience communicating effectively with callers to conclude the primary purpose of calls on widely varying subjects, and to resolve caller inquiries within a reasonable amount of time. Experience documenting case notes thoroughly regarding call information. (Experience must be documented in your resume to receive credit) You will be rated on the following Competencies for this position:
Customer ServiceProblem SolvingReadingTechnical Competence Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk and sit for long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0962 Contact Representative - Salary Range:
$35,271 to $51,113 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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