GS-0962

Contact Representative

Performs contact representative work including customer service, information provision, and case resolution.

📊Administrative📈GS-4/5/6/7/8/9📁0900

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Qualification Requirements

Official OPM qualification standards for GS-0962

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

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.

🎖️Tips for Veterans

✓Translate military experience: Map duties to civilian terminology.
✓Highlight training: Include courses and certifications.
✓Veterans preference: Claim your 5 or 10-point preference.
✓Experience substitution: Military experience may substitute for education.

📋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.

🔑Resume Keywords

Contact RepresentativeEscalate complex issuesExplain policies and proceduresMaintain customer recordsProcess requests and applicationsProvide information to customersResolve inquiries and complaints

💡 Use these phrases to help ATS systems find your qualifications.