Job Details
** Customer Service Representative - Correctional (Customer Service Representative - UNICOR)**
**Department of Justice**
**Location**
1 vacancy in the following location:
+ ** Clarification from the agency**
BOP Employees in the local commuting area. DOJ Surplus and Displaced (CTAP) Employees in the local commuting area. Duty Location: FCI Dublin, CA
**Duties**
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.
**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:**
**GL-08 and GL-09:** 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:**
**GL-08 and GL-09:** 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:
**GL-08:**
* Experience in providing customer service through a call center/customer service operation.
* Experience with assessing problems, complaints and resolving them with limited or no supervision.
* Experience with monitoring others customer service skills.
* Knowledge of various techniques to assess the level of customer problems and complaints and resolve them in a professional manner.
**GL-09:**
* 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 $73,870 per annum ($35.40 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.
***As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employees duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 22, 2021 or before appointment or onboarding with the agency, if after November 22. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.***
* A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your fede