Contact Representative

This position is in the Contact Management Division, Help Desk Section of the Health Resource Center in VHA Member Services. The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the My Healthe Vet  website, eBenefits website, Access

VA website, Beneficiary Travel Self Service System, Web and Mobile Solutions, and other various VA websites.

This is an OPEN CONTINUOUS ANNOUNCEMENT. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until March 1, 2027.

Promotion Potential:
The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule:

Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.

Telework:
This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual:
This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position.

Definition of Virtual Work:
Employee works outside of original hiring duty station at a VA owned or leased space.

Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.

Position Description/PD#:
Contact Representative/PD01917A and PD01916A

Relocation/Recruitment

Incentives:

Not Authorized

Critical Skills Incentive (CSI):
Not Approved

Permanent Change of Station (PCS):
Not Authorized

Duties:

* Determines most appropriate action or identifies alternatives in resolving issue (s) through in depth research and interpretation.

* Provides information on benefits and eligibility requirements.

* Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Identifies/resolves different types of issues and problems reported such as password reset, website usability.

* Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality.

* Provides support for VA emerging Mobile Applications and Web Technology, assists users in basic navigation in Web Mobile Tools and iPad support.