Job Summary

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 patients/clients, beneficiaries, and other stakeholders regarding available services, benefits, and claim-related matters.

Job Description

To qualify for this position, applicant(s) must meet at least one of the qualification requirements described below. SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to the GS-4 level in the Federal service that equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the Contact Representative position, and that is typically in or related to the work of the position. Specialized experience includes: Conducting telephone or other customer service interactions; Researching and resolving customer inquiries or complaints; Inputting and retrieving information using multiple computer systems; Analyzing information to provide accurate responses; Preparing correspondence or documentation; and communicating effectively with customers in a high-volume or fast-paced environment. OR EDUCATION (TRANSCRIPT REQUIRED): Successfully completed four (4) years of education above high school in any field for which high school graduation or the equivalent is the normal prerequisite. OR COMBINATION (TRANSCRIPT REQUIRED): Equivalent combinations of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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/.