This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Customer Service Specialist (Call Center)

Agency:Office of Personnel Management

Job Announcement Number:13-135-PAM-DE

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

The contents of the announcement can still be viewed.


$31,921.00 to $41,494.00 / Per Year


Wednesday, March 06, 2013 to Tuesday, March 19, 2013




Full Time - Permanent




Many vacancies in the following location:
Boyers, PA United StatesView Map


United States Citizens



This position is also being announced under the Agency's Merit Promotion Plan to federal employees and non-competitive appointment eligibles. If you wish to be considered under Merit Promotion or Non-Competitive procedures, you MUST apply under the Merit Promotion announcement 13-135-PAM-MP.


Customer Service Specialists provide a broad range of assistance to meet the needs of customers, including retirees, their survivors/representatives, and others who have an interest in benefit programs administered by OPM's Retirement Services.  These vacancies are located in Customer Services, Customer Inquiries and Retirement Information Office (Call Center) of the Retirement Services.  However, this announcement could be used to fill additional similar vacancies in other organizations within Retirement Services in the future. 



  • U.S. Citizen
  • Suitable for Federal employment, determined by a background investigation
  • Males born after 12-31-59 must be registered for Selective Service
  • Relevant experience (see Qualifications below)


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  • As a Customer Service Specialist in a call center environment, you will receive incoming calls from annuitants and survivors regarding their retirement and various other benefits (calls could range from 50 to 100 daily.)
  • Provides customers with forms available through the on-line documents system.
  • Ensures customers receive interim payments while waiting final processing of their retirement and/or other benefits.
  • Examines claims for annuity and/or other benefits to determine their completeness and acceptability for processing. Determine if additional information is needed and contacting other Federal agencies, payroll offices, and employees to obtain the necessary documentation to finalize the claim.
  • Computes standard payments plans and/or authorizing special payment plans to assist customers in repaying debts due the Government.
  • Makes adjustments in benefits resulting from post-retirement changes, such as changes in marital status, affecting benefits payments and entitlements.
  • Answers customer inquiries received by telephone, e-mail, fax, and written correspondence making adjustments and resolve questions using available resources.


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For the GS-5 - At least one year of experience that is equivalent in difficulty and complexity to work performed at the GS-4 level in the Federal service defined as experience that is in or directly related to the line of work of this position (customer service or call center experience). Examples that meet this definition include work involved in explaining or answering questions about programs or products and assisting customers in completing forms or applications, reviewing forms and/or claims for completeness, accuracy, and compliance with regulations.




Successfully completed four years of post high school education. 




A combination of experience and education that meets the minimum qualification requirements.


You must meet all qualification and eligibility requirements by the closing date of this announcement.




We will review your application package to ensure you meet the job requirements. Your application package must support your answers to the occupational questionnaire. If your answers cannot be verified, your rating will be changed to an appropriate level.

All applicants will be rated on the following Skills or Competencies:

  • Customer Service
  • Office Automation
  • Communication
  • Technical

If you meet all of the basic and minimum qualification requirements, your application will be placed in one of three categories: Best Qualified, Well Qualified, or Qualified. Within these categories, applicants eligible for veteran's preference will receive selection priority over non-veterans.


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OPM offers a comprehensive benefits package this link provides an overview of the benefits currently offered.

Relocation expenses will not be paid.


This job opportunity announcement may be used to fill additional vacancies.


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To apply, click the "Apply Online" button at the right of the screen and follow the prompts to complete the assessment questionnaire and upload your resume and supporting documentation.

All applications must be submitted by 11:59 p.m. ET: Tuesday, March 19, 2013.

If you are unable to apply online, you may FAX your resume, questionnaire, and supporting documents to (478) 757-3144. You must print a copy of OPM Form 1203-FXto document your responses to the questionnaire (this form will also serve as your fax cover sheet) View Occupational Questionnaire. You must also attach any required supporting documents. Please reference Vacancy identification number 853013on the OPM Form 1203-FX.


The following documents are required for ALL APPLICANTS: 

  • A Resume showing relevant experience; (cover letter optional). Your resume must show the work schedule and hours worked per week as well as dates of employment.
  • If you are using your education to qualify(even partially), you MUST submit a copy of your transcripts.

    Applicants claiming VETERANS PREFERENCE must also submit:

    • A copy of your DD214, member copy 4; OR

    • Current Active Duty members must submit a certification of expected discharge or release from active duty under honorable conditions dated within the last 120 days; OR

    • Veterans claiming 10 Point Preference, must also submit: SF-15 AND ALL documents indicated on the form as proof of type of preference.

    Failure to submit any of the above mentioned required documents may result in loss of consideration due to an incomplete application package. It is your responsibility to ensure all required documents have been submitted.

    You may submit your documents by uploading them to USAJobs. If you do not have the capability to upload your required documents, you may fax them to the number provided on this Fax Cover Sheet. Please reference VIN# 853013on the fax cover sheet provided. 


    HR Customer Service
    Phone: (724)794-5612x3096
    Email: WORK4US@OPM.GOV
    Agency Information:
    US OPM
    P O BOX 9


    The questionnaire will assess your qualifications for the job, and will be used to identify the best qualified applicants to be referred to the hiring manager for further consideration and possible interviews. Your ratings in this Assessment Questionnaire are subject to evaluation and verification based on the documents and references you submit. Later steps in the selection process are specifically designed to verify your ratings. Deliberate attempts to falsify information may be grounds for not selecting you or for dismissing you from the position/agency during the probationary period.


    After making a tentative job offer, we will conduct a suitability/security background investigation.


    We expect to make a final job offer within 40 days after the closing date of the announcement.

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