Summary DCSA's Office Automation (OA) Team is looking for a Contact Representative to answer DCSA customer inquiries received over the phone or by written correspondence, primarily email. We are looking for someone who enjoys communicating with people, has a positive attitude, and can take ownership of problem situations. Visit www.dcsa.mil to learn more about the Defense Counterintelligence and Security Agency (DCSA), America's Gatekeeper! Responsibilities As a CONTACT REPRESENTATIVE (OFFICE AUTOMATION) you will be responsible for the following duties: Processing incoming mail. Assisting in responding to the group customer helpline. Provide guidance to customers seeking support in the completion of standard forms for the purpose of background investigations. Assist customers in acquiring access to DCSA systems. Respond to request for general information about DCSA services. Following established policy and procedure provide customers information about their ongoing background investigations. Requirements Conditions of Employment Qualifications The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See: i.e. for positions with no IOR: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0900/contact-representative-series-0962/or OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 02/10/2025 Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position. You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade GS/GG-05 in the Federal service and are prepared to take on greater responsibility. Generally, this would include one year or more of such specialized experience. Specialized experience for this position includes: Performs general office and administrative and office procedures to ensure resolution of administrative problems. Applies general sorting principles to information gathering work, filing, and other administrative support. Provides customer service responding to questions and issues from phone and email correspondence. Utilizes Microsoft suite programs to perform administrative and office tasks. Specifically you will be evaluated on the following competencies: 1. Adaptability - Adapts quickly to changes. 2. Communications - Communicate (i.e., written and oral) rights, responsibilities, management directives, policies, and/or regulations to employees, supervisors, and/or other pertinent individuals. 3. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. 4. Listening - Receives, attends to, interprets, and responds to verbal messages and other cues such as body language in ways that are appropriate to listeners and situations. 5. Reasoning - Identifies rules, principles, or relationships that explain facts, data, or other information; analyzes information and makes correct inferences or draws accurate conclusions. Education Substitution of education may not be used in lieu of specialized experience for this grade level. Additional Information VETERANS PREFERENCE/CURRENT OR FORMER FEDERAL In accordance with DoD Instruction 1400.25, Volume 2005, veterans preference is not required to be applied when considering candidates with prior Federal competitive or excepted service who have completed a probationary or trial period and have not been separated for cause. Therefore, veterans preference will not be applied to applicants with current federal service, or former federal civilian service meeting the above criteria. Re-employed Annuitant: This position does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf Applicants selected from this announcement may be required to serve a two-year trial period. If selected, Federal employees currently serving in the competitive service must acknowledge that they will voluntarily leave the competitive service by accepting an offer of employment for a DCIPS excepted service positions. If selected, non-DCIPS candidates must acknowledge in writing that the position they have been selected for is in the excepted service and covered by DCIPS. Selection under this appointment authority does not confer civil service competitive status. All current and former Federal employees must submit a copy of your latest SF50 (Notification of Personnel Action) showing your tenure, grade and step, and type of position occupied (i.e., Excepted or Competitive); or similar Notification of Personnel Action documentation, i.e., Transcript of Service, Form 1150, etc. Resumes should NOT include: Classified information/SSN/Photo of yourself/personal information (gender, religion, affiliation etc/Encrypted digitally signed docs). Resumes with this prohibited information will be automatically ineligible for consideration.