Contact Representative

Employees will serve as a Contact Representative assigned to the VA Office of Integrated Veteran Care (IVC), Customer Service, in Lakewood, CO. Customer Service is a high-volume call center environment where the primary purpose of the position will be to advise and assist Veterans, beneficiaries, and other stakeholders regarding available services, benefits, and claim-related matters.

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/22/2026. You may qualify based on your experience as described below:

Specialized Experience:

You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Provided routine information to customers by explaining basic program requirements, benefits, and procedures in a clear and accurate manner. Reviewed and processed straightforward cases or inquiries using automated systems, identifying and correcting routine issues using established guidelines. Entered and updated information in office databases while maintaining accuracy and protecting sensitive data in accordance with privacy and security policies. Utilized a variety of general office software to enter data, draft documents, manage emails, and maintain organized digital records. Provided customer support in a high-volume call center, answering inquiries, resolving issues, and documenting interactions with accuracy and professionalism.

OR, Education:

Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. 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 .

OR, Combination:

Applicants may also combine education and experience to qualify at this level. You must have a combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level).

NOTE:

Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. 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/ .