Customer Services Assistant.

We need to output HTML fragment with sections: Duties (maybe heading "Responsibilities"? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content: Duties -> Responsibilities. Requirements -> Requirements. Qualifications -> Qualifications. Also maybe "Education" could be part of Qualifications but we can keep separate? The instruction: include a section ONLY when posting has real, specific content. The posting includes Duties, Requirements, Qualifications, Education (though Education is part of Qualifications). Also there is "Additional information" with CTAP etc, but that's boilerplate? Might be considered extra but not required sections. We should not include Benefits/Pay/Schedule unless present. There's a mention: "A career with the U.S. government provides employees with a comprehensive benefits package." That's vague, not specific. So we should not create Benefits section because no concrete details. Also no Pay or Schedule specifics. We need to remove boilerplate: EEO, civil rights policies, etc. Also remove "Conditions of employment" details? Those are requirements; we can keep them under Requirements. But need to preserve substantive info: citizenship, selective service, background investigation, probation, direct deposit, E-Verify, false statements, OF-306. Those are conditions of employment; they belong in Requirements. We also need to remove duplicated lines, navigation, legal, EEO, scam-warning boilerplate. The posting includes some EEO mention: "Apply and adhere to agency EEO and civil rights policies..." That's a duty; we should keep as part of duties? It's a duty but maybe we keep under Responsibilities. It's substantive. We need to format Duties as

Responsibilities

then

• items. We need to parse duties list: - Respond to inquiries via phone, email, webforms, and live chat, addressing questions related to meat, poultry, and egg product storage, handling, safety, labeling, and other areas tied to the FSIS mission. - Deliver consumer information, advisory services, and resources to a diverse audience with varying needs and characteristics, focusing on wholesomeness, food safety, storage, nutrition, and labeling. - Utilize pre-approved Knowledge Articles (KAs) in the knowledge management database (SalesForce) to ensure responses are accurate, consistent, and understandable to the public. - Assess each customer’s unique needs and adjust responses accordingly, using discretion to select the most appropriate information and approach. - Address common and uncommon issues, concerns, complaints, and general questions related to meat, poultry, and egg products, ensuring resolution through the Hotline. - Apply and adhere to agency EEO and civil rights policies, goals, and objectives in all duties, promoting equal opportunity in communications and avoiding discriminatory displays or behavior. - Communicate with co-workers, program officials, managers, the general public, private and public agencies, and specialized groups (e.g., media), exchanging information and fostering public awareness. We'll put each as
• . Requirements: list items: - You must be a US Citizen or US National. - Males born after 12/31/1959 must be Selective Service registered or exempt. - Subject to satisfactory adjudication of background investigation and/or fingerprint check. - Successful completion of one-year probationary period, unless previously served. - Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution. - Successfully pass the E-Verify employment verification check. (link maybe we can keep but not as heading) - False statements or responses on a resume or application can jeopardize employment and may be grounds for disciplinary action, including removal from Federal service. - If you are selected, you may need to complete a Declaration for Federal Employment (OF-306) prior to being appointed to determine suitability for Federal employment and to authorize a background investigation. We could also include "Refer to the Next Steps section for more information." but that's boilerplate; we can drop. Qualifications: need to capture GS-05, GS-06, GS-07 levels with specialized experience definitions and education substitution. Also note about volunteer work counting. We should preserve all specifics. Let's extract: Qualifications section includes: - Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below. Then FOR THE GS-05 LEVEL: Applicants must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-4 grade level in the Federal service. Specialized experience includes: - Responding to basic inquiries from the public via phone, email, or similar channels. - Using pre-approved scripts or knowledge articles to deliver accurate, consistent responses. - Demonstrating clear communication and customer-focused service. - Following established procedures to escalate unusual questions or complaints. OR 4 years of education beyond high school. OR Combination of education and specialized experience. In this instance, only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. Two full academic years of study (60 credits) is equivalent to 6 months of specialized experience. The combination must equal 100% of the requirement. (e.g. if you have 67% education, then you need 33% specialized experience.) FOR THE GS-06 LEVEL: Applicants must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-5 grade level in the Federal service. Specialized experience includes: - Handling routine and moderately complex inquiries from the public via phone, email, or similar channels. - Tailoring responses to customer needs rather than relying solely on standard scripts. - Identifying patterns in consumer questions and communicating them to senior staff. - Resolving common and some uncommon complaints through established methods. - Communicating with diverse internal and external groups to share information. FOR THE GS-07 LEVEL: Applicants must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-5 grade level in the Federal service. Specialized experience includes: - Independently managing complex, sensitive, or unusual consumer inquiries. - Adjusting communication strategies to meet needs of specialized audiences. - Monitoring trends in consumer issues and helping prepare the team for emerging topics - Serving as a resource to peers for difficult calls, complaint resolution, or technical questions. 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; religious; spiritual; community, student, social). Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education Education is substitutable at the GS-05 level as defined above in the qualifications section. We could keep Education as a subsection but maybe not needed as separate heading; but we can include under Qualifications. We also have "Additional information" with CTAP etc. That's likely boilerplate; we can drop. We must not include sections like Benefits, Pay, Schedule. Thus final HTML:

  Responsibilities

  ...

  Requirements

  ...

  Qualifications

  ... maybe nested? But we can just put paragraphs and sublists. We need to use

  for prose. For lists we use

  • . For qualifications we have multiple levels; we could use

    for each level? But instruction only says use

    for section headings. It didn't forbid other headings, but to keep simple we can use

    with bold? But we should not invent headings not listed. Safer to keep everything under

    Qualifications and use

    and

    inside. We can structure:

    Qualifications

    Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including specialized experience and/or education, as defined below.

    GS-05 Level

    maybe not allowed but it's a heading; but instruction only mentions using

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It didn't say we cannot use other headings, but to be safe we could avoid extra headings and just use

    with strong text. However, we need to preserve structure; using

    with bold is okay. We'll do:

    GS-05 Level: Applicants must possess at least one year of specialized experience equivalent in difficulty and responsibility to the GS-4 grade level in the Federal service. Specialized experience includes:

    ...
    etc. Similarly for GS-06 and GS-07. Then after that, paragraph about experience includes volunteer work. Then paragraph about Education substitutable. Let's craft. We must ensure no boilerplate like "Refer to the Next Steps section". Remove. Also remove "Additional information Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the". That's boilerplate. Also remove "If you are selected for a position with further promotion potential, you will be placed under a career development plan and may be non-competitively promoted if you successfully complete the requirements and if recommended by management. However, promotion is neither implied nor guaranteed." That's extra but maybe not boilerplate? It's about promotion potential; could be considered substantive but not a required section. However it's under "Additional information". Might be considered extra but we could keep as part of Qualifications? It's not duties/requirements/qualifications. It's about career development. The instruction says include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. This is specific content about promotion potential. Could be considered part of "Qualifications" or maybe "Additional information". Since we don't have a heading for that, we could incorporate as a paragraph under Qualifications? But it's not about qualifications. Might be better to drop as it's not strictly required and could be considered extra. The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep it. Where to put? Could be under Qualifications as a note. Or we could create a separate section "Career Development" but not in allowed headings list. The instruction says use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive list. It says "use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should use those headings if we have those sections. It doesn't forbid other headings, but to be safe we can stick to those. The career development info could be placed under Qualifications as a note. Similarly, "Reasonable Accommodation (RA) Requests:" is substantive; we could include under Requirements? It's about accommodation for assessments. Could be part of Requirements. We'll include as a list item under Requirements. Also "To determine if you need a RA, please review the Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution." That's weird sentence; seems like boilerplate but it's about candidate commitment. Might be considered substantive but vague. Might be dropped as it's not specific. However it's part of the posting. The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. This is substantive but vague. I'd keep it as a paragraph under