Home / Federal careers / GS-0962
Contact Representative
Performs contact representative work including customer service, information provision, and case resolution.
What GS-0962 pays
2025 base rates, before locality. Most federal employees add a locality adjustment on top.
| Grade | Step 1 | Step 2 | Step 3 | Step 4 | Step 5 | Step 6 | Step 7 | Step 8 | Step 9 | Step 10 |
|---|---|---|---|---|---|---|---|---|---|---|
| GS-4 | $30,795 | $31,822 | $32,849 | $33,876 | $34,903 | $35,930 | $36,957 | $37,984 | $39,011 | $40,038 |
| GS-5 | $34,454 | $35,603 | $36,752 | $37,901 | $39,050 | $40,199 | $41,348 | $42,497 | $43,646 | $44,786 |
| GS-6 | $38,407 | $39,687 | $40,967 | $42,247 | $43,527 | $44,807 | $46,087 | $47,367 | $48,647 | $49,927 |
| GS-7 | $42,679 | $44,102 | $45,525 | $46,948 | $48,371 | $49,794 | $51,217 | $52,640 | $54,063 | $55,486 |
| GS-8 | $47,265 | $48,841 | $50,417 | $51,993 | $53,569 | $55,145 | $56,721 | $58,297 | $59,873 | $61,449 |
| GS-9 | $52,205 | $53,945 | $55,685 | $57,425 | $59,165 | $60,905 | $62,645 | $64,385 | $66,125 | $67,865 |
Base pay only. Locality pay adds 15 to 40 percent or more depending on where the job sits. Source: OPM 2025 General Schedule.
Qualification requirements
OPM's standard for GS-0962, as written.
Group Coverage Qualification Standard for Administrative and Management Positions
Individual Occupational Requirements:
Education:
- GS-5: 4-year course of study leading to bachelor's degree
- GS-7: 1 year graduate education OR Superior Academic Achievement
OR
Experience: General experience in work involving contact with the public to provide information, explain procedures, or resolve problems.
Education and Experience Requirements (Group Standard):
This is a two-grade interval series. Positions follow the GS-5, GS-7, GS-9, GS-11, GS-12 progression pattern.
| Grade | Education | Experience | Combined |
|---|---|---|---|
| GS-5 | Bachelor's degree in any field from accredited college/university | 3 years progressively responsible experience, 1 year equivalent to GS-4 | Equivalent combinations qualifying |
| GS-7 | 1 full year graduate education OR Superior Academic Achievement | 1 year specialized experience equivalent to GS-5 | Combinations of graduate education and experience |
| GS-9 | 2 years graduate education or master's degree | 1 year specialized experience equivalent to GS-7 | Combinations of graduate education (excess of GS-7 requirement) and experience |
| GS-11 | 3 years graduate education or Ph.D. or equivalent doctoral degree | 1 year specialized experience equivalent to GS-9 | Combinations of graduate education (excess of GS-9 requirement) and experience |
| GS-12+ | Not applicable | 1 year specialized experience equivalent to next lower grade | N/A |
Superior Academic Achievement (for GS-7):
- Upper third of graduating class in college/university or major subdivision
- GPA of 3.0 or higher out of 4.0 as recorded on official transcript, OR 3.5 or higher in major field
- Election to membership in national scholastic honor society
Graduate Education: One year of full-time graduate education is the number of credit hours the school determines represents 1 year of full-time study. If unavailable, 18 semester hours satisfies the 1-year requirement.
Specialized Experience: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position.
What this means if you served
- Write the duties, not the billet. OPM credits military experience on the work performed, and does not use rank or pay to judge specialized experience.
- Put the training and certifications you earned in service on the page. They count here.
- Claim your veterans preference on the application. It is not applied for you.
- No positive education requirement here, so qualifying experience can stand in for the education.
How to qualify for GS-0962
1Review Qualification Requirements
Read the OPM qualification standards above to understand the education and experience requirements for your target grade level.
2Find Your Grade Level
Grade follows the scope and complexity of the work you can document against the announcement, not the rank you held. OPM does not use military rank or pay when it evaluates specialized experience. Roughly: GS-5 entry, GS-7/9 junior, GS-11/12 journey, GS-13 and up senior.
3Gather Documentation
Collect your DD-214, SF-50 (if applicable), transcripts, certifications, and any training records that demonstrate your qualifications.
4Build Your Federal Resume
Two pages. USAJOBS has enforced that limit since 27 September 2025 and will not accept a longer resume from a Title 5 agency posting, so the space has to answer every qualification requirement. Include hours worked per week, supervisor contact details, and the accomplishments with numbers on them.
5Apply on USAJOBS
Search for open positions, carefully answer all assessment questions, and submit your application before the closing date.
Military jobs that map to this series
Yeoman
Yeomen perform administrative and clerical duties, including customer service and record maintenance, similar to Contact Representatives.
Skills that carry over: Customer Service, Communication, Record Keeping, Problem Resolution, Program Knowledge.
Usually opens at: GS-7, GS-9.
Personnel
Personnel specialists manage human resources functions, including customer interaction and policy explanation, which are key in the Contact Representative role.
Skills that carry over: Customer Service, Communication, Interviewing, Problem Resolution, Program Knowledge.
Usually opens at: GS-7, GS-9.
Yeoman
Coast Guard Yeomen perform administrative duties, including customer service and policy explanation, aligning with Contact Representative responsibilities.
Skills that carry over: Customer Service, Communication, Problem Resolution, Record Keeping, Program Knowledge.
Usually opens at: GS-7, GS-9.
Your record can qualify you even when your code is not on this list. The crosswalk is a starting point, not the gate.
Typical duties
- Provide information to customers
- Resolve inquiries and complaints
- Process requests and applications
- Explain policies and procedures
- Maintain customer records
- Escalate complex issues
Key competencies
Customer Service
Skill in providing courteous, effective service to the public.
Communication
Ability to explain complex information clearly and understandably.
Problem Resolution
Skill in resolving complaints and finding solutions.
Interviewing
Ability to conduct effective interviews to gather information.
Program Knowledge
Understanding of applicable laws, regulations, and procedures.
Data Entry
Skill in accurately entering and retrieving information from databases.
Conflict Resolution
Ability to handle difficult or upset individuals professionally.
Attention to Detail
Ability to accurately process applications and requests.
Words the announcement will use
Use the ones your record actually supports. A rater is matching your experience against the specialized experience statement, and a keyword with nothing behind it does not survive that.
Questions about GS-0962
What is a federal Contact Representative?
GS-0962 Contact Representatives provide customer service to the public: answering questions, resolving complaints, processing applications, explaining policies, and maintaining records. They work at SSA, IRS, VA, and agencies with significant public contact operations.
How much does a federal Contact Representative make?
GS-0962 positions range from GS-4 ($30,795) at entry to GS-9 ($52,205-$67,865) for senior representatives. Most positions are GS-5 to GS-7 ($34,454-$55,486). Team leads reach GS-8/9. Add locality pay of 15-40%.
What are the requirements for GS-0962 positions?
At GS-4, you need 1 year of general experience or 2 years of education above high school. Higher grades require specialized customer service experience. Strong communication skills, problem-solving ability, and knowledge of applicable programs are essential.
Can military experience substitute for education in GS-0962?
Yes. Military customer service, personnel support, or public contact experience qualifies. If you helped service members with questions, processed applications, or resolved issues, that experience translates directly. Your communication skills and professionalism are exactly what they need.
What is the career progression for Contact Representatives?
Entry at GS-4/5 with progression to GS-7/8/9. This is a stepping stone to Claims Examiner, Program Analyst, or Management positions. SSA and VA offer robust career paths from contact representative to supervisory and specialist roles.
How do I apply for GS-0962 jobs on USAJOBS?
Search USAJOBS for 'Contact Representative' or 'Customer Service Representative.' SSA, VA, and IRS are major employers. Emphasize your customer service experience, communication skills, and problem-solving ability. Veterans with personnel support backgrounds have applicable experience.
Ready to apply for GS-0962?
A rater matches your record against the announcement's specialized experience statement, inside two pages. BMR writes that shape from your own experience: competency headers, real scope, hours per week, and the supervisor detail the rater checks.