Call Center Representative - DHA

Positions under this announcement are being filled using a Direct Hire Authority (DHA), open to all U.S. citizens. Selections will be processed as new appointments. Veterans Preference does not apply.

About the Role

Customer Service Representatives work in a call center environment to provide a high level of quality service to customers on SSA's National 800 number. You will contribute to the Agency's mission through direct service to the public, including:

• Receiving incoming calls and conducting interviews to determine the nature of the call or provide information on SSA laws, rules, regulations, and Medicare Insurance Programs.
• Obtaining information to determine eligibility for programs administered by SSA.
• Using automation tools to access and update information about claims or potential eligibility.
• Explaining complex Social Security programs and concepts to the public.
• Providing assistance to beneficiaries and the general public in person, by telephone, or in writing.
• Evaluating evidence and taking action to resolve problems relating to all Social Security programs.

Extensive training will be provided to prepare you for the position.

Responsibilities

• Conduct interviews to determine the nature of the caller's question or issue.
• Explain technical information, gather facts, and evaluate evidence to resolve problems.
• Assist with determining program eligibility and updating claims information.

Requirements

All qualification requirements must be met by the closing date of the announcement. Resumes exceeding two pages in length will not be considered.

• GS-5: One year of specialized experience at the equivalent to the GS-4 level in the Federal Service. Examples include:
  • Working with legal or medical records, documents, or benefit/financial accounts involving laws, rules, or regulations.
  • Conducting face-to-face and/or telephone interviews to obtain or provide information (e.g., customer service, sales, telemarketing).
• GS-6: One year of specialized experience at the equivalent to the GS-5 level in the Federal Service. Examples include:
  • Researching and analyzing rules, policies, or procedures to respond to inquiries.
  • Conducting face-to-face and/or telephone interviews to resolve problems.
• GS-7: One year of specialized experience at the equivalent to the GS-6 level in the Federal Service. Examples include:
  • Researching, analyzing, and applying Federal, State, or County laws, regulations, policies, and procedures to evaluate program eligibility or claims.
  • Explaining legal or medical provisions and resolving complex issues for diverse socioeconomic groups.

Part-time work is prorated in crediting experience (e.g., 20 hours per week for 12 months equals 6 months of experience).

Qualifications

• Applicants must pass a Competency Assessment Interview Process (CAIP) to demonstrate aptitude for dealing with the public, including:
  • Clarity of speech and ability to listen.
  • Ability to establish confidence and put others at ease.
  • Ability to organize and express thoughts clearly.
• Panel interviews may be conducted via video conferencing.

Education

Education may substitute for experience as follows:

• 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, or a bachelor's degree).
• Education beyond the second year of a baccalaureate program (e.g., in excess of the first 60 semester or 90 quarter hours) is creditable toward meeting minimum qualifications.
• GS-6/7: Substitution of education is not applicable.

Combining education and experience is allowed for GS-5 if the total equals 100% of the requirements. Foreign education must be evaluated for U.S. equivalency and provided at the time of application.

Additional Information

• This is a career-ladder position with annual promotions up to the GS-8 grade level based on performance.
• Normally hired at step one unless prior federal experience with no break in service.
• This is a bargaining unit position represented by the American Federation of Government Employees.
• Selective Service registration is required for male applicants born after December 31, 1959.
• A 1-year probationary period is required, during which employment may be terminated if it does not advance the public interest.
• Telework may be available in accordance with agency policy; this is not a virtual position.
• Locations:
  • Hackensack TSC, 401 Hackensack Ave, Saddle Brook, New Jersey
  • Tampa TSC, 500 E. Zack St., Tampa, Florida
  • Honolulu TSC, 300 Ala Moana Blvd., Honolulu, Hawaii

Applications will be placed in a pool for selection as positions become available, with vacancies filled up to 6 months after the closing date. Cut-off dates for application consideration are August 5, 2026, August 26, 2026, and September 13, 2026. The closing date is September 30, 2026.