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 will be processed as new appointments to the civil service, even for current federal employees. Under DHA, veterans' preference does not apply. For more information about SSA, visit the SSA Careers site and the SSA home pages.

Customer Service Representatives work in a call center environment to provide high-quality service to customers on SSA s National 800 number. You may watch what Customer Service Teleservice Representatives do. As a representative, you will support the Agency s mission through direct service to the public, including:

• Receiving incoming calls on SSA s National 800 number and interviewing to determine the nature of the call or to provide information on SSA laws, rules, regulations, and Medicare Insurance Programs;
• Obtaining information to determine eligibility for SSA programs and using automation tools to access and update claim or eligibility information;
• Explaining Social Security programs to the public and assisting beneficiaries and the general public in person, by telephone, or in writing;
• Conducting interviews to determine the caller s question or issue, gathering facts, evaluating evidence, and taking action to resolve problems related to SSA programs;
• Participating in extensive training to prepare for the position.

This announcement places applicants into a pool for selection as positions become available. Vacancies may be filled for up to six months after the closing date. Notification of referral status may be delayed until the full six-month eligibility period has elapsed. Cut-off dates to receive applications are used for this announcement:
First Cut-Off Date:
February 11, 2026;
Second Cut-Off Date:
February 18, 2026;
Final Cut-Off and Closing Date:
February 25, 2026.

Resumes exceeding two pages will not be considered. All qualification requirements must be met by the closing date. Cut-off dates are used as noted above. If qualifying based on experience, you must have:

• GS-5:
  One year of specialized experience equivalent to the GS-4 level in the Federal Service (examples include working with legal or medical records or benefit/financial accounts applying laws and procedures; or experience conducting face-to-face or telephone interviews to obtain/provide information to resolve problems).
• GS-6:
  One year of specialized experience equivalent to the GS-5 level (examples include researching rules and policies to respond to inquiries; or conducting interviews to resolve problems).
• GS-7:
  One year of specialized experience equivalent to the GS-6 level (examples include applying laws/regulations to evaluate eligibility or claims; or explaining legal/medical provisions to large public audiences).

Note:

Part-time experience is prorated. The Selective Placement Factor and CAIP Interview process apply; applicants must pass the panel interview to be fully qualified. Interviews may be conducted via video conferencing if feasible.

Substitution of education for experience is described below. If qualifying based on education, provide transcripts or proof of education prior to appointment. Foreign education must be evaluated for equivalence. See Credential Evaluation Services for details. GS-5 substitution allows credit for education beyond the second year of college. GS-6/7 substitutions do not apply at those levels. Education and experience may be combined to meet minimum requirements;

percentages must total 100 percent.

This position is located in the following locations:
Phoenix TSC (Phoenix, AZ);
Los Angeles TSC (Los Angeles, CA);
Salinas TSC (Salinas, CA). This is a career-ladder position with potential for annual promotion to GS-8 based on performance. Normally hires start at step one unless prior federal experience exists. This is a bargaining unit position represented by the American Federation of Government Employees. Selective Service registration requirements apply for male applicants born after December 31, 1959. A 1-year probationary period may be required.

Salary will follow localities and is listed by location. Telework may be available per policy. This is not a virtual position. The announcement may be used to fill similar positions in other offices within the commuting area. For overview of SSA benefits, see SSA resources.

Do you have a desire to help SSA manage its Social Security programs, analyze and solve problems, advise millions of retirees and disabled individuals, and work on a team to make a difference?