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Customer Service Representative – Correctional (UNICOR)
Department of Justice
Location
1 vacancy in the following location:
Relocation expenses reimbursed
No
Telework eligible
No
Clarification from the agency
BOP Employees in the local commuting area DOJ Surplus and Displaced (CTAP) Employees in the local commuting area. Duty Location: FPC Bryan, TX
Duties
Summary
You can have a meaningful career with an agency that truly values a diverse workforce. You will find a diverse workforce employed from entry level jobs to senior management positions. We protect public safety by ensuring federal offenders serve their sentences of imprisonment in facilities that are safe, humane, and provide reentry programming.
Employees at correctional facilities perform correctional work regardless of their specific occupation.
Responsibilities
Serves as a Customer Service Representative overseeing the call center telephone service operations handled by inmate work details. Responsible for the day-to-day operation of the call center and supervision of the inmate work details.
Provides expert advice to inmate workers, handling unique situations involving call center support inbound calls from customers, monitoring inmate telephone skills, ensuring proper work flow, paper flow and accountability of the inmate workers.
Responsible for the planning, development, implementation, and evaluation of the call center operation. Prepares and analyzes various reports and backlogs or other operational workload problems.
Along with all other correctional institution employees, incumbent is charged with responsibility for maintaining security of the institution. The staff correctional responsibilities precede all others required by this position and is performed on a regular and recurring basis.
Travel Required
25% or less – Travel may be required for training.
Supervisory status
No
Promotion Potential
09
Requirements
Conditions of Employment
+ U.S.
Citizenship is Required.
+ See Special Conditions of Employment Section. The Career Transition Assistance Plan (CTAP) provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies. If your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP eligibility, you may receive selection priority if: 1) this vacancy is within your CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well qualified for this vacancy. To be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. You must provide a copy of your written notification of CTAP eligibility with your application.
Additional information about CTAP eligibility is at:
Qualifications
To be considered for the position, you must meet the following qualification requirements.
Education:
As a general rule, education is not creditable above GS-05 for most positions covered by this standard; however, graduate education may be credited in those few instances where the graduate education is directly related to the work of the position.
OR
Experience:
You must have at least one year of specialized experience equivalent in difficulty and complexity to the next lower grade level in federal service. To be creditable, this experience must have equipped the applicant with the particular qualifications to perform successfully the duties of the position, and must typically be in or related to the position to be filled.
Some examples of this qualifying experience are:
+ Experience with assessing problems, complaints and resolving them without supervision.
+ Technical knowledge of several computer application program.
+ Experience providing expert advice to group members regarding technical content of responses to customer inquiries and complaints. If applicable, credit will be given for paid and unpaid experience. To receive proper credit, you must show the actual time (such as number of hours worked per week) spent in the activities.
Your eligibility for consideration will be based on your responses to the questions in the application.
Education
See Qualifications Section for education requirements, if applicable.
ONLY if education is a requirement/substitution for specialized experience, applicant MUST upload legible transcripts as verification of educational requirement.
Transcripts MUST be uploaded and electronically linked from USAJOBS at the time you apply and MUST include identifying information to include School Name, Student Name, Degree and Date Awarded (if applicable). All academic degrees and coursework must be completed at a college or university that has obtained accreditation or pre-accreditation status from an accrediting body recognized by the U.S. Department of Education. For a list of schools that meet this criteria, .
*Foreign Education:* For information regarding foreign education requirements, please see Foreign Diploma and Credit Recognition at the U.S.
Department of Education website: .
If you are selected for this position and qualified based on education (i.e. basic education requirement and/or substitution of education), you will be required to provide an OFFICIAL transcript prior to your first day on duty.
Additional information
This position IS included in the bargaining unit.
In accordance with 5 U.S.C. 3307, a maximum entry age of 36 has been established for initial appointment to a position in a Bureau of Prisons institution.
The representative rate for this position is $60,557 per annum ($29.02 per hour).
Special Conditions of Employment Section:
Appointment is subject to satisfactory completion of a urinalysis, physical, and background investigation. All applicants are subject to National Crime Information Center (NCIC) and credit checks.
All applicants not currently working in an institution will be required to complete a qualification inquiry regarding convictions of misdemeanor crimes of domestic violence in order to be authorized to carry a firearm.
The Core Value Assessment (CVA) is an in-person assessment that must be facilitated at a Bureau of Prisons Human Resource Servicing office. On the day of the scheduled interview, a CVA will be administered. The applicant assessment must be completed within a 70 minute time period and a passing score must be obtained.
Further employment consideration will not be extended if the applicant fails to complete the examination or fails to achieve a passing score. Note: The Core Value Assessment will not be administered to current BOP employees.
Successful completion of the “Introduction to Correctional Techniques,” three-week training course at Glynco, Georgia is required.
The addresses listed on the USAJOBS account/resume must be the primary residence at the time of application. You may be required to provide proof of residence.
Additional selections may be made if vacancies occur within the life of the certificate.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
If your composite score exceeds the average score for this job, your resume and supporting documentation will be compared to your online assessment questionnaire responses and utilized to determine whether you meet the job qualifications listed in this announcement. If you rate yourself higher than what is supported by your application materials, your responses may be adjusted and/or you may be excluded from consideration for this job.
If you are found to be among the top candidates, you will be referred to the selecting official for employment considerat
