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This Position Is No Longer Available

Job Title:  Customer Service Representative
Department:  Department Of Agriculture
Agency:  Forest Service
Job Announcement Number:  13-10050022-0225DP-MM

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
$30,571.00 to $34,204.00 / Per Year
Friday, January 25, 2013 to Monday, February 04, 2013
Full Time - Permanent
1 vacancy - Wrangell-Petersburg County, AK   View Map
1 vacancy - Wrangell, AK   View Map
US Citizens; no prior Federal experience is required.


A career with the Forest Service will challenge you to manage and care for more than 193 million acres of our nation's most magnificent lands, conduct research through a network of forest and range experiment stations and the Forest Products Laboratory, and provide assistance to State and private forestry agencies.

It's an awesome responsibility - but the rewards are as limitless as the views.


This position is being concurrently announced under Merit Promotion Announcement Number 13-10050022-0225G-MM. Current or former Federal employees may apply to both announcements, but should be sure to apply to the Merit Promotion Announcement in order to avoid losing consideration since different referral criteria apply to each type of announcement. Disabled veterans, candidates with 3 or more years of active duty military service, and candidates eligible for special hiring authorities may apply to the Merit Promotion Announcement if they meet the criteria outlined in the announcement and submit supporting documentation.

The USDA Forest Service has legislative authority to recruit and fill Permanent (Career/Career-Conditional), Temporary, and Term Appointments under the USDA Demonstration Project. Under this authority, any U.S. citizen may apply.

Please read the vacancy announcement thoroughly and follow all instructions to ensure proper consideration.

If you are unable to apply on-line or have questions about the meaning of items in the vacancy announcement, please contact Human Resources Management at 1-877-372-7248.

This position is located in the Tongass National Forest / Wrangell Ranger District in Wrangell, Alaska.

For additional information about the duties of the position, please contact Lynda D. Nore at 907-874-7505 or by email at

Applications may be reviewed to verify qualifications and eligibility prior to issuing lists to a selecting official.

This position is not eligible for telework and other flexible work arrangements.

Salary may be adjusted to include a Cost of Living Allowance (COLA). See the OPM website at: for additional information about the continuation of COLA after December 31, 2012.


  • Must be a U.S. Citizen or National to apply.
  • Males born after 12/31/59 must be registered with the Selective Service.
  • College transcripts are required if qualificaitons are based on education.
  • Background Investigation required.
  • Must be 18 years of age.


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Provides a full range of standard and non-standard assignments resolving a variety of non-recurring problems. Work includes a variety of assignments involving different and unrelated steps, processes, or methods. The incumbent must identify and understand the issues involved in each assignment and determine what steps and procedures are necessary and the order of their performance.

Completion of each transaction typical involves selecting a course of action from a number of possibilities. Reads and keeps apprised of organizational and Agency-wide directives and procedures in order to be aware of changes and new requirements affecting the work of the organization. Such procedures concern preparation and processing of correspondence, reports, and forms; hard-copy and electronic filing; mail procedures; preparation of travel vouchers; and, security procedures.

Provides answers to a wide variety of inquiries. Provides explanations of office functions, describing specific requirements, providing basic instructions, or a similar degree of detail. Performs data entry and typing tasks as needed. Greets visitors and answers the telephone. Provides routine information and answers many types of inquiries on all research and/or forest activities such as the whereabouts of key personnel and directions to facilities. Refers difficult, technical, or special questions to the appropriate staffs.

Uses word processing software and printing equipment to create, copy, edit, store, retrieve, and print a variety of standardized documents using a glossary of prerecorded formats, form letters, standard paragraphs, and mailing lists. May use database or spreadsheet software to enter, revise, sort, or calculate, and retrieve data for standard reports.

Serves as Collection Officer to sell such items as National Forest maps, Christmas tree permits, 2400-4’s (Forest Product Sale Permits), and Golden Age Passports in accordance with manual and handbook requirements. Is held accountable for the funds collected. Maintains accountability records as required. Duties listed are at the full performance level.


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To receive consideration for this position, you must meet all qualification requirements as of the closing date of the announcement.

You must possess the Basic Requirements identified below to be considered eligible for this position. Transcripts must be provided for qualifications based on education. Your application or resume must clearly show that you possess the appropriate experience requirements.

GS-04: One year of general experience. General experience is defined as: Progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties the duties of the position to be filled. Qualifying general experience for this position includes: Experience in routine office support such as answering multi-phone calls, filing, typing, checking e-mails, opening mail, routing mail, making copies, scheduling meetings, and providing customer service. -OR-

Associate's degree or two years of successfully completed education above high school. -OR-

A combination of successfully completed post-high school education and experience listed above. 

GS-05: One year of specialized experience equivalent to at least GS-04. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled and has equipped you with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Qualifying specialized experience for this position is defined as: Performing general clerical support such as greeting visitors, maintaining files, and typing letters. Assisting in the analysis of incoming routine and controlled correspondence, including mail, cables, faxes, and documents. Reviewing sections of agency or organizational directives and procedures to perform routine tasks such as correspondence work, filing and processing mail. -OR-

Bachelor's degree or 4 years of successfully completed education above high school. -OR-

A combination of education and experience listed above. Combinations of successfully completed post-high school education (in excess of the first 60 semester hours) and experience.

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: All education claimed by applicants will be verified by the appointing agency accordingly.


Must be a U.S. Citizen or National to apply.

Males born after 12/31/59 must be registered with the Selective Service.

Must be a high school graduate or equivalent.

Must be 18 years of age.

May be subject to satisfactory completion of one year probationary or trial period.

DIRECT DEPOSIT: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing. May be subject to satisfactory completion of one year probationary or trial period.


You will be evaluated based on the category rating procedure as defined in the USDA Demonstration Project Plan. Applicants who meet the basic minimum qualification requirements established for the position will be placed in the Eligible category. Eligible applicants will be further evaluated against criteria for placement in the Quality category. This evaluation is based on the level of your experience, education, and/or training as determined by your responses to the Occupational Questionnaire. Applicants with veterans’ preference are listed ahead of applicants who do not have veterans’ preference within each category.

Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the "Apply Online" button to the right.

To view the application form, visit:


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The Federal Government offers a comprehensive benefits package.  Explore the major benefits offered to most Federal employees at: .


Relocation expenses are not authorized.

Government housing may be available.

Forest Service affiliated daycare facilities are or are not available.

We may select from this announcement or any other source to fill one or more vacancies.

This is a bargaining unit designated position.

If you are selected for a position with further promotion potential, you will be placed under a career development plan, and may be non-competitively promoted if you successfully complete the requirements and if recommended by management. However, promotion is neither implied nor guaranteed.

Career Transition Assistance Plan(CTAP) or Interagency Career Transition Assistance Plan (ICTAP): If you are claiming CTAP/ICTAP eligibility, provide proof of eligibility. CTAP/ICTAP eligibles must meet the agency's definition for a quality candidate to be considered. Information about CTAP/ICTAP eligibility is on OPM's Career Transition Resources website at

Entrance on duty is contingent upon completion of a pre-employment security investigation. The position may require a Confidential, Secret, or Top Secret security clearance or be subject to a Public Trust background investigation at the time of appointment, and may be subject to reinvestigation every five years thereafter. A favorable adjudication of the clearance or background investigation at the time of appointment and on reinvestigations is a condition of employment.


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Please read the entire announcement and all the instructions before you begin.

You must complete the application process and submit all required documents electronically by 11:59 p.m. Eastern Time (ET) on the closing date of this announcement. Assistance is available during business hours (normally 8:00 a.m. - 4:00 p.m., Monday - Friday). Applying online is highly encouraged. If applying online poses a hardship, please contact our office well before the closing date for an alternate method. All hardship application packages with supporting documents must be received no later than noon on the closing date of the announcement in order to be entered into the system prior to its closing. This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis. Please contact us if you require this for any part of the application and hiring process.

Step1 – Create a USAJOBS account (if you do not already have one) at It is recommended that as part of your profile you set up automatic email notification to be informed when the status of your application changes. If you choose not to set up this automatic notification, then you will have to log into your USAJOBS account to check on the status of your application.

Step 2 - Create a Resume with USAJOBS or upload a Resume into your USAJOBS account. You may want to customize your resume to ensure it documents duties and accomplishments you have gained that are directly related to this position in order to verify that qualifications are met. In addition, your resume must support your responses to the online questionnaire (you may preview the online questionnaire by clicking on the link at the end of the How You Will Be Evaluated section of the job announcement).

Step 3 - Click "Apply Online" and follow the prompts to complete the Occupational Questionnaire and attach any additional documents that may be required.

You can update your application or documents anytime while the announcement is open. Simply log into your USAJOBS account and click on "Application Status." Click on the position title, and then select "Update Application” to continue.


The following documents must be submitted to constitute a complete application package. It is your responsibility to ensure that all required documents are received within the required timeframes. Our office cannot be responsible for incompatible software, illegible fax transmissions, delays in the mail service etc. Failure to submit required, legible documents will result in elimination from consideration.

1. Resume that includes the following information: 1) job information for which you are applying; 2) personal information; 3) education; 4) work experience; and, 5) other qualifications.

2. College Transcripts if education is required for meeting basic qualifications and/or you are substituting education for specialized experience. An unofficial copy is sufficient with the application, however, if selected, an official college transcript will be required.

3. DD-214 (Member 4 Copy) and/or SF-15 Application for 10-point Veteran Preference if claiming Veterans’ Preference or eligibility for appointment under the VRA, VEOA, or 30% Disabled Veterans hiring authority.

4. SF-50 Notification of Personnel Action if you are a current or former Federal employee that will verify your federal status, position title, series and grade. FSA County employees must provide the most recent Notification of Personnel Action (Form SF-50-B or FSA-50) that verifies permanent status. Also provide the SF-50 that reflects the highest grade level held on a permanent basis or the full performance level of your current position, whichever is higher.

5. Annual Performance Appraisal if you are a current Federal employee. Submit the most recently completed annual performance appraisal (dated within 18 months) which identifies the employee's official rating of record, signed by the supervisor, or a statement advising why the performance appraisal is unavailable. Do not submit a performance plan.

6. Certification of Disability if you are eligible for appointment based on a disability under the Schedule A hiring authority. This certification can be documented by a counselor from a State Vocational Rehabilitation Agency or the Vocational Rehabilitation and Employment Service of the Department of Veterans Affairs; by a statement or letter on a physician/medical professionals’ letterhead stationary; or by statements, records, or letters from a Federal Government agency that issues or provides disability benefits. The certification must verify the applicant has a severe disability, is eligible under a Schedule A appointment authority, and he or she is able to perform the essential duties of the position. The certification must also describe any needed reasonable accommodation. You can review additional information at:

7. If you are eligible for appointment based on service in the Peace Corps, Vista, Action Cooperative, or another special authority, submit proof of eligibility.

8. CTAP/ICTAP documentation if separated from Federal service or pending separation based on a reduction in force (RIF) or other management workforce reduction action. Proof of eligibility must include a separation notice or Certificate of Expected Separation, SF-50 that documents the RIF separation action or most recent SF-50 (that is not an award), and latest performance appraisal (dated within the last 18 months) or a statement advising why one is unavailable.

NOTE: If a document is resubmitted, it replaces the previous submission, which means the previous document is no longer available to the Human Resources Office. If you are adding to, rather than replacing a previous submission, you must upload both the old document and the new document. 


HRM Contact Center
Phone: 877-372-7248, option 2
Fax: 1-866-339-1808
TDD: 1-800-877-8339
Agency Information:
USDA Forest Service
Do not mail in applications, see instructions under the How to Apply tab.
Albuquerque, NM,
United States
Fax: 1-866-339-1808


If you set up your USAJOBS account to send automatic email notifications, you will receive an acknowledgement email that the submission of your online Occupational Questionnaire and resume was successful, if you were referred to the selecting official for consideration, and if you were selected or not selected.  If you choose not to set up automatic email notifications, you must check your USAJOBS account for the latest status of your application.  Your application may be reviewed to verify that you meet the qualifications and eligibility requirements for the position prior to issuing lists to a selecting official.  If further evaluation or interviews are required, you will be contacted.   Normally, a final job offer to the selected candidate is made within 30-60 days after the issuance of the certificate

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