Customer Service Representative - Correctional (customer Service Representative - Unicor)

Corrections Professional

Summary: Corrections professionals who foster a humane and secure environment and ensure public safety by preparing individuals for successful reentry into our communities. Responsibilities include serving 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. Career Transition Programs (CTAP): These programs apply to Federal and/or DOJ employees who meet the definition of surplus or displaced from a position in the competitive service. To receive selection priority for this position, you must: 1. Meet CTAP eligibility criteria; 2. Be rated well-qualified for the position with a score of 85 or above based on scoring at least half of the total possible points for the vacancy KSAs or competencies; and 3. Submit the appropriate documentation to support your CTAP eligibility. NOTE: Applicants claiming CTAP eligibility must complete all assessment questions to be rated under the established ranking criteria.

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. 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.

Additional Information: In accordance with 5 U.S.C. 3307, a maximum entry age of 36 has been established for original appointment to a position in a Bureau of Prisons institution. The representative rate for this position is $69,259 per annum ($33.19 per hour). 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 of 68 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. Although competitive and non-competitive applications are being accepted, the selecting official may elect to have only one group reviewed. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Exceptions may apply. See 5 CFR part 11.