Call Center Representative - DHA

Summary

Positions under this announcement are being filled using Direct Hire Authority (DHA) (SSA-001) and are open to all U.S. citizens. Selections made from this announcement will be processed as new appointments to the civil service, even for current civil service employees. Under DHA rules, veterans' preference does not apply.

For more information about SSA, see Careers with SSA or the Social Security Administration website.

Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA’s National 800 number. Once selected, you will contribute to the Agency’s mission through direct service to the public.

• Receive incoming calls through SSA’s National 800 number and conduct interviews to determine the nature of the call or provide information on SSA laws, rules and regulations and Medicare Insurance Programs.
• Obtain information to determine eligibility for programs administered by SSA.
• Use automation tools to access and update information about claims or potential eligibility.
• Explain complex concepts to members of the public who contact the agency.
• Provide assistance to beneficiaries and the general public in person, by telephone, or in writing; conduct interviews to determine the nature of the caller’s question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.

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

Applicants must have specialized experience at the GS level indicated.

• GS‑5: One (1) year of specialized experience at the equivalent to the GS‑4 level. Examples: (1) Working with legal or medical records, documents or benefit/financial accounts; (2) Experience conducting face‑to‑face and/or telephone interviews to obtain/provide information to resolve problems.
• GS‑6: One (1) year of specialized experience at the equivalent to the GS‑5 level. Examples: (1) Researching and analyzing rules, policies, procedures; (2) Experience conducting face‑to‑face and/or telephone interviews.
• GS‑7: One (1) year of specialized experience at the equivalent to the GS‑6 level. Examples: (1) Researching, analyzing and applying Federal, State, or County laws, regulations, policies and procedures to evaluate program eligibility or claims; (2) Explaining legal or medical provisions and resolving complex issues to large volumes of people.

Applicants will be required to participate in a panel interview (CAIP) to demonstrate aptitude for meeting and dealing with the public. Pass the interview to be considered further.

If you are qualifying based on completed education at an accredited U.S. college, university, or other institution, provide a copy of transcripts or proof of education prior to appointment.

GS‑5:
Successful completion of a full 4‑year course of study above high school.

GS‑6/7:
Substitution of education is not applicable.

Experience and education may be combined to meet the minimum qualification requirements. Compute as percentages of overall requirements, must equal 100%.

Location(s):

• Cincinnati TSC at 550 Main St, Cincinnati, OH 45202
• Detroit TSC at 985 Michagan Ave, Detroit, MI 48226
• Jamaica TSC at 155‑10 Jamaica Ave, Queens, NY 11432
• San Juan TSC at 525 FD Roosevelt Ave, San Juan, PR 00918

This is a career‑ladder position offering the opportunity for annual promotion based on performance, leading up to the GS‑8 grade level. Normally candidates are hired at step one unless they have prior federal experience with no break in service. This is a bargaining unit position represented by the American Federation of Government Employees.

Selective Service:
Male applicants born after December 31, 1959 must certify registration or exemption.

Probationary period: 1‑year probationary period during which fitness and performance are evaluated.

Salary tables by location are available online.

Telework may be available; this is not a virtual position.

Applicants may apply until the final cut‑off date:
February 25, 2026.

For an overview of SSA Benefits, please visit the following You Tube link:

Do you have a desire to help SSA manage its Social Security programs, analyze and solve problems, advise millions of retired and disabled individuals, and work on a team to make a difference in people’s lives and your own?