Field Office - Customer Service Representative

Field Office

• Customer Service Representive Social Security Administrion Field Operions Summary Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001) , open to all U.

S. citizens. Selections made under this bulletin processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA, Veterans Preference and the "Rule of Many" do not apply.

NOTE :

Telework may be available in accordance with agency policy. This IS NOT a virtual position. Learn more about this agency Summary Positions under this announcement are being filled using a Direct Hire Authority (DHA)(SSA-001) , open to all U.S. citizens. Selections made under this bulletin processed as new appointments to the civil service. Current civil service employees would be given new appointments to the civil service. Under the provisions of the DHA, Veterans Preference and the "Rule of Many" do not apply.

NOTE :

Telework may be available in accordance with agency policy. This IS NOT a virtual position. Learn more about this agency Overview Help Accepting applicions Open & closing des 05/08/2026 to 06/02/2026 Salary $40,736

• $75,653 per year Pay scale & grade GS 5
• 7 Locions Few vacancies in the following locions: Anniston, AL Huntsville, AL Htiesburg, MS Tulsa, OK Show more fewer locions (6) Salem, OR Knoxville, TN Dallas, TX Fort Worth, TX Houston Northwest Houston, TX Houston Southwest Houston, TX Remote job No Telework eligible Yes—as determined by the agency policy.

Travel Required Not required Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Competitive Promotion potential 8 Job family (Series) 0962 Contact Representive Supervisory stus No Security clearance Not Required Drug test No Position sensitivity and risk Modere Risk (MR) Trust determinion process Suitability/Fitness Financial disclosure No Bargaining unit stus Yes Announcement number

SSA-12949934-DHA-26-FO

Control number 868445600 This job is open to Help The public U.S. Citizens, Nionals or those who owe allegiance to the U.S. Career transition (CTAP, ICTAP, RPL) Federal employees whose job, agency or department was elimined and are eligible for priority over other applicants. Clarificion from the agency All U.S. Citizens Videos Duties Help Once selected for the Customer Service Representive (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 informion on SSA laws, rules and regulions and Medicare Insurance Programs. This includes obtaining informion in order to determine eligibility and entitlement for programs administered by SSA, and using automion tools to access and upde informion about claims or potential eligibility. As a Customer Service Representive, 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 given extensive training to prepare you to perform the position. Customer Service Representives provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nure of the caller's question or issue; Explain technical informion, gher facts, evalue evidence, and take action to resolve problems reling to all Social Security programs. Requirements Help Conditions of employment U.S. Citizenship required Selective Service Registrion, if applicable (www.sss.gov) Job offers are contingent on fingerprinting and background / security investigion results Selectees may be required to serve a 1 year probionary period Relocion expenses will not be paid All qualificion requirements must be met by the closing de of the announcement Must pass Competency Assessment Interview Process (CAIP) interview. Selectees are required to complete a 11-13 week technical training class. Selectees required to tend and successfully complete, formal technical training onsite a designed SSA facility. Candides will not be hired based on their race, sex, color, religion, or nional origin. Qualificions Resumes exceeding two pages in length will not be considered, please the new resume guidance for more informion. All qualificion requirements must be met by the closing de of the announcement. Cut-Off Des to receive applicions used for this announcement.

First Cut-Off De:

May 18, 2026

Final Cut-Off and Closing De:

June 2, 2026 The initial cut-off de used to begin applicant considerion. Applicions received after the initial cut-off de will only be considered if needed. GS-5: One (1) year of specialized experience 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 regulions 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 informion 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 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 informion 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 the equivalent to the GS-6 level in the Federal Service.

Examples of specialized experience include:

(1) Researching, analyzing and applying Federal, Ste, or County laws, regulions, policies and procedures to evalue 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 prored in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you credited with 6 months of experience.

SELECTIVE PLACEMENT FACTOR COMPETENCY ASSESSMENT INTERVIEW PROCESS

(CAIP)

INTERVIEW

• Applicants required to participe in a panel interview (after basic eligibility determinion) to demonstre 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 considerion for selection. This interview will cover typical situions, which might be encountered on the job, in person or over the telephone. Applicants must demonstre qualities such as clarity of speech, ability to listen, ability to establish confidence and put others 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. Educion

SUBSTITUTING EDUCATION

If you are qualifying for this position based on completed educion an accredited U.S. college, university, or other educional institution, you must provide a copy of your transcripts or other proof of educion prior to being appointed.

NOTE:

Educion completed in a foreign institution must be deemed equivalent to th gained in conventional/accredited U.S. educion programs. It is the applicant's responsibility to acquire U.S. Certificion and provide it the time of applicion. For a list of Credential Evaluion Services, log on to: Credential Evaluion 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 educion is not applicable these grade levels.

COMBINING EDUCATION AND EXPERIENCE

Experience and educion as described above may be combined to meet the minimum qualificion requirements. GS-5: Educion course work equivalent to a baccalauree 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 qualificion requirements.

Note:

Experience and educion computed as percentages of the overall requirements and must equal to 100 percent when combined. For informion on providing proof of educion or substituting educion for experience, General Schedule Qualificion Standards (opm.gov) Additional informion This position is loced in Field Offices nionwide. (see Locions) 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 Federion of Government Employees.

LOCALITY PAY

Salary 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 th 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 probionary period during which we will evalue 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 organizional 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 the following YouTube link
• https://youtu.

be/uBNlGR3lutk This announcement serves as public notice. Applicions submitted 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 de of this announcement. Applicants may not receive notificions of referral stus until the full 6-month eligibility period has elapsed. Expand Hide additional informion Candides should be committed to improving the efficiency of the Federal government, passione about the ideals of our American republic, and committed to upholding the rule of law and the United Stes Constitution. Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn 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 informion on the specific benefits offered. How you evalued You evalued for this job based on how well you meet the qualificions above. Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluion. The questionnaire takes approximely 15 minutes to complete. To preview the questions, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12949934 Benefits Help 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 th are designed to make your federal career very rewarding. Opens in a new window Learn 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 informion on the specific benefits offered. Required documents Required Documents Help You must also submit ALL supporting documention by the closing de of the vacancy announcement to claim certain types of preference. This is under required doc Resumes exceeding two pages will not be considered p er OPM's new resume guidance . To be considered, your resume must: Clearly demonstre your qualificions for the position Include your contact informion We recommend using a clear, easy-to-read form and focusing on informion most relevant to the job announcement.

RESUME:

You must meet the basic qualificion requirements for the position being filled, including any positive educion requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, des of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualificions for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure th your resume includes the grade (if you are a current or previous federal employee) and month, day, and year th you began and ended each position held. Without this informion, the experience gained while in th position may not be credited toward meeting the qualificions requirements. The resume should indice if the work is full-time or part-time. Part-time work is prored (e.g., if you work 20 hours per week for a 12-month period, you credited with 6 months of experience).

For additional informion see:

Wh to include in your resume Experience stements (i.e., duties, specialized experience, or occupional assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstrion of your qualificions for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible ring.

PROOF OF EDUCATION

If you are qualifying on the basis of educion or sisfying an educional requirement, submit a copy of your transcripts th includes your name, the name of the educional institution, course title(s), number of credits, grade, and de of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required informion accepted the time of applicion. You must submit your transcripts according to the applicion 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 de 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, candides must meet the requirements for the Well Qualified. Well-qualified is defined as having knowledge, skills, and abilities th clearly exceed the minimum qualificion requirements for the position.

Candides must also provide:

proof of eligibility with your applicion. Such proof may include a copy of your written notificion of ICTAP eligibility or a copy of your separion Notice of Personnel Action, (SF-50); and proof of your most recent performance ring of least "fully successful" (Level III) or equivalent.

For more informion 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 educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Educion . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply Help Cut-Off Des to receive applicions used for this announcement.

First Cut-Off De:

May 18, 2026.

Final Cut-Off and Closing De:

June 2, 2026. Please read the entire announcement and all the instructions before you begin an applicion. To apply for this position, you must complete the initial online applicion, to include submission of the required documention specified in the Required Documents section below. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. The applicion process is as follows: To begin the applicion process, click the Apply Online button. Answer the questions presented in the applicion and tach all necessary supporting documention (see Required Documents section). Click the Submit Applicion button prior to 11:59PM (ET) on the announcement closing de. You may upde your applicion, including supporting documention, any time during the announcement open period by returning to your USAJOBS account . There you will find a record of your applicion, the applicion stus, and an option to Upde Applicion . This option will no longer be available once the announcement has closed. To verify the stus of your applicion both during and after the announcement open period, log into your USAJOBS account . All of your applicions will appear on the Welcome page. The applicion record in your USAJOBS account provides an Additional Applicion Informion page th provides informion regarding the documention you submitted and any correspondence we have sent reled to this applicion. The Applicion Stus will appear along with the de your applicion was last upded. For informion on wh each Applicion Stus means, https://www.usajobs.gov/Help/how-to/applicion/stus/. If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the applicion process, please contact Careers@ssa.gov. Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunicions Relay Services to call the listed phone number. Additional Telecommunicions Relay Services options are available in each ste: https://www.fcc.gov/general/trs-ste-and-territories Due to our security procedures, our office will not accept any applicions submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process. Agency contact informion Careers SSA Careers@ssa.gov Address Field Operions 6401 Security Blvd 4123 Annex Baltimore, MD 21235 US Next steps Once you have successfully submitted all of the required applicion merials and assessments, you can expect to receive least two or more of the following email notificions concerning your applicion stus: (1) Receipt of applicion; (2) Whether your applicion has been Referred/Not Referred to the selecting official; and (3) Selection stus for the position. The hiring office will contact candides directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. To check the stus of your applicion or return to a previous or incomplete applicion, log in to your USAJOBS account, select Applicion Stus, and click on the more informion link under the applicion stus for this position. Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Required Documents Help You must also submit ALL supporting documention by the closing de of the vacancy announcement to claim certain types of preference. This is under required doc Resumes exceeding two pages will not be considered p er OPM's new resume guidance . To be considered, your resume must: Clearly demonstre your qualificions for the position Include your contact informion We recommend using a clear, easy-to-read form and focusing on informion most relevant to the job announcement.

RESUME:

You must meet the basic qualificion requirements for the position being filled, including any positive educion requirements and/or selective placement factors. All applicants must submit a resume showing work schedule, hours worked per week, des of employment, and duties performed. Your resume must provide specific details as to how your experience meets the qualificions for the posted position(s). When describing your experience in your resume, please be specific; we will not make assumptions regarding your experience. Ensure th your resume includes the grade (if you are a current or previous federal employee) and month, day, and year th you began and ended each position held. Without this informion, the experience gained while in th position may not be credited toward meeting the qualificions requirements. The resume should indice if the work is full-time or part-time. Part-time work is prored (e.g., if you work 20 hours per week for a 12-month period, you credited with 6 months of experience).

For additional informion see:

Wh to include in your resume Experience stements (i.e., duties, specialized experience, or occupional assessment questionnaire) copied from this announcement and pasted into your resume will not be considered as a demonstrion of your qualificions for this position. You resume must provide context and sufficient detail of your experience. Failure to provide details will result in an ineligible ring.

PROOF OF EDUCATION

If you are qualifying on the basis of educion or sisfying an educional requirement, submit a copy of your transcripts th includes your name, the name of the educional institution, course title(s), number of credits, grade, and de of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required informion accepted the time of applicion. You must submit your transcripts according to the applicion 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 de 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, candides must meet the requirements for the Well Qualified. Well-qualified is defined as having knowledge, skills, and abilities th clearly exceed the minimum qualificion requirements for the position.

Candides must also provide:

proof of eligibility with your applicion. Such proof may include a copy of your written notificion of ICTAP eligibility or a copy of your separion Notice of Personnel Action, (SF-50); and proof of your most recent performance ring of least "fully successful" (Level III) or equivalent.

For more informion 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 educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Educion . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply Help Cut-Off Des to receive applicions used for this announcement.

First Cut-Off De:

May 18, 2026.

Final Cut-Off and Closing De:

June 2, 2026. Please read the entire announcement and all the instructions before you begin an applicion. To apply for this position, you must complete the initial online applicion, to include submission of the required documention specified in the Required Documents section below. The complete applicion package must be submitted by 11:59 PM (ET) on the closing de of the announcement to receive considerion. The applicion process is as follows: To begin the applicion process, click the Apply Online button. Answer the questions presented in the applicion and tach all necessary supporting documention (see Required Documents section). Click the Submit Applicion button prior to 11:59PM (ET) on the announcement closing de. You may upde your applicion, including supporting documention, any time during the announcement open period by returning to your USAJOBS account . There you will find a record of your applicion, the applicion stus, and an option to Upde Applicion . This option will no longer be available once the announcement has closed. To verify the stus of your applicion both during and after the announcement open period, log into your USAJOBS account . All of your applicions will appear on the Welcome page. The applicion record in your USAJOBS account provides an Additional Applicion Informion page th provides informion regarding the documention you submitted and any correspondence we have sent reled to this applicion. The Applicion Stus will appear along with the de your applicion was last upded. For informion on wh each Applicion Stus means, https://www.usajobs.gov/Help/how-to/applicion/stus/. If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the applicion process, please contact Careers@ssa.gov. Individuals with hearing or speech disabilities may use the listed email or 7-1-1 for TTY-based Telecommunicions Relay Services to call the listed phone number. Additional Telecommunicions Relay Services options are available in each ste: https://www.fcc.gov/general/trs-ste-and-territories Due to our security procedures, our office will not accept any applicions submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process. Expand Hide how to apply Agency contact informion Careers SSA Careers@ssa.gov Address Field Operions 6401 Security Blvd 4123 Annex Baltimore, MD 21235 US Next steps Once you have successfully submitted all of the required applicion merials and assessments, you can expect to receive least two or more of the following email notificions concerning your applicion stus: (1) Receipt of applicion; (2) Whether your applicion has been Referred/Not Referred to the selecting official; and (3) Selection stus for the position. The hiring office will contact candides directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. To check the stus of your applicion or return to a previous or incomplete applicion, log in to your USAJOBS account, select Applicion Stus, and click on the more informion link under the applicion stus for this position. Expand Hide next steps Fair and transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Criminal history inquiries Equal Employment Opportunity (EEO) Policy Financial suitability New employee probionary period Privacy Act Reasonable accommodion policy Selective Service Signure and false stements Social security number request Additional locions Salem, OR Knoxville, TN Dallas, TX Fort Worth, TX Houston Northwest Houston, TX Houston Southwest Houston, TX Overview Help Accepting applicions Open & closing des 05/08/2026 to 06/02/2026 Salary $40,736

• $75,653 per year Pay scale & grade GS 5
• 7 Locions Few vacancies in the following locions: Anniston, AL Huntsville, AL Htiesburg, MS Tulsa, OK Show more fewer locions (6) Salem, OR Knoxville, TN Dallas, TX Fort Worth, TX Houston Northwest Houston, TX Houston Southwest Houston, TX Remote job No Telework eligible Yes—as determined by the agency policy.

Travel Required Not required Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Competitive Promotion potential 8 Job family (Series) Supervisory stus No Security clearance Drug test No Position sensitivity and risk Trust determinion process Financial disclosure Bargaining unit stus Announcement number

SSA-12949934-DHA-26-FO

Control number 868445600