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Performs contact representative work including customer service, information provision, and case resolution.
2025 Base Pay (before locality adjustment)
| 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 |
Note: These are 2025 base pay rates. Most federal employees receive locality pay adjustments of 15-40%+ depending on location.
Official OPM qualification standards for GS-0962
Individual Occupational Requirements:
Education:
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):
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.
Step-by-step guide to landing a federal contact representative position
Read the OPM qualification standards above to understand the education and experience requirements for your target grade level.
Match your years of experience and education to the appropriate GS grade. Generally: GS-5 (entry), GS-7/9 (junior), GS-11/12 (journey), GS-13+ (senior).
Collect your DD-214, SF-50 (if applicable), transcripts, certifications, and any training records that demonstrate your qualifications.
Create a detailed federal resume (2-5 pages) that addresses every qualification requirement. Include hours worked per week, supervisor contact info, and specific accomplishments.
Search for open positions, carefully answer all assessment questions, and submit your application before the closing date.
Military jobs that transition to GS-0962
Yeomen perform administrative and clerical duties, including customer service and record maintenance, similar to Contact Representatives.
Personnel specialists manage human resources functions, including customer interaction and policy explanation, which are key in the Contact Representative role.
Human Resources Specialists in the Army handle personnel management and customer service tasks, aligning well with the duties of a Contact Representative.
💡 Tip: Your unique military experience may qualify you even if your MOS isn't listed.
Skill in providing courteous, effective service to the public.
Ability to explain complex information clearly and understandably.
Skill in resolving complaints and finding solutions.
Ability to conduct effective interviews to gather information.
Understanding of applicable laws, regulations, and procedures.
Skill in accurately entering and retrieving information from databases.
Ability to handle difficult or upset individuals professionally.
Ability to accurately process applications and requests.
💡 Use these phrases to help ATS systems and human recruiters find your qualifications.
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.
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%.
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.
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.
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.
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.
Create a tailored federal resume that meets OPM standards.