Customer Services Assistant

About the role

This position is in the Office of Public Affairs and Training (OPAT), Food Safety Education Staff (FSES). An integral part of the FSES program is the Meat and Poultry Hotline.

The Staff's primary mission is to effectively communicate with the public and internal audiences about food safety issues and FSIS programs and activities; to gain and increase citizen participation and behavior changes regarding food safety; and to implement FSIS' mission to reduce the risk of foodborne illness.

What you will do

• Respond to inquiries via phone, email, webforms, and live chat, addressing questions related to meat, poultry, and egg product storage, handling, safety, labeling, and other areas tied to the FSIS mission.
• Deliver consumer information, advisory services, and resources to a diverse audience with varying needs and characteristics, focusing on wholesomeness, food safety, storage, nutrition, and labeling.
• Utilize pre-approved Knowledge Articles (KAs) in the knowledge management database (SalesForce) to ensure responses are accurate, consistent, and understandable to the public.
• Assess each customer’s unique needs and adjust responses accordingly, using discretion to select the most appropriate information and approach.
• Address common and uncommon issues, concerns, complaints, and general questions related to meat, poultry, and egg products, ensuring resolution through the Hotline.
• Apply and adhere to agency EEO and civil rights policies, goals, and objectives in all duties, promoting equal opportunity in communications and avoiding discriminatory displays or behavior.
• Communicate with co-workers, program officials, managers, the general public, private and public agencies, and specialized groups (e.g., media), exchanging information and fostering public awareness.

Education

Education is substitutable at the GS-05 level as defined above in the qualifications section.

How you will be evaluated

Applications will be evaluated in accordance with Office of Personnel Management's (OPM) Delegated Examining Procedures and USDA policy using category rating. Applicants who meet basic minimum qualifications will be placed in one of two or three categories: Best Qualified, Well Qualified, or Qualified.

Within these categories, applicants eligible for Veterans' Preference will receive selection priority over non-veterans.

Category placement will be determined based on applicants' quality of experience and the extent to which they possess the following knowledge, skills, and abilities (KSA) or competencies: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork The USA Hire Assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies.

You must meet or exceed the cut score to be considered.

You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) your resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position.

Those determined to be in the best qualified category will be referred to the selecting official for consideration. NOTE: If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible.

Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to and including removal from the Federal service.

Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the "Apply" button to the right.

To preview the application questionnaire, click the following link: ***

Documents you must provide

• The following documents are required for your applicant package to be complete.
• Encrypted documents will not be accepted.
• Failure to submit required, legible documents may result in loss of consideration.
• Resume that includes: Personal Information: name, address, contact information; Education; Work Experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable); other qualifications.
• Resume cannot exceed 2 pages.
• Your application may be disqualified if you include any of the information listed here: What should I leave out of my resume?
• If education is required or you are using education to qualify, you must submit a copy of all relevant college transcripts.
• An unofficial copy is sufficient with the application if it includes your name and the necessary course information; however, if you are selected, you will be required to submit official transcripts prior to entering on duty.
• Education must have been successfully obtained from an accredited school, college or university.
• If any education was completed at a foreign institute, you must submit with your application evidence that the institute was appropriately accredited by an accrediting body recognized by the U.S. Department of Education as equivalent to U.S. education standards.
• There are private organizations that specialize in this evaluation and a fee is normally associated with this service.
• For a list of private organizations that evaluate education, visit the NACES website.
• All transcripts must be in English or include an English translation.
• If claiming Veterans' Preference, you must submit a DD-214, Certificate of Release from Active Duty, which shows dates of service and discharge under honorable conditions.
• If currently on active duty, you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted.
• Veterans' Preference must be verified prior to appointment.
• Without this documentation, you will not receive Veterans' Preference, and your application will be evaluated based on the material(s) submitted.
• If claiming 10-point Veterans' Preference, you must provide the DD-214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference.
• The SF-15 should be included but is not required.
• Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
• For more information on Veterans' Preference visit FedsHireVets.
• Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), current performance appraisal with rating of at least "Fully Successful" or equivalent, and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.

What to expect next

Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.

You must choose to turn on email notifications in your USAJOBS profile if you want to receive important email notifications that may impact your applicant experience (e.g. If you start an application and do not submit it prior to the closing date, USAJOBS will send an email reminder that the closing date is approaching and your application is in an incomplete status).

Multiple positions may be filled from this announcement. 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.

Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer.

An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance.

To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to ***, subject line: Fair Chance Act.

Additional information

Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors.

CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100.

If you are selected for a position with further promotion potential, you will be placed under a career development plan and may be non-competitively promoted if you successfully complete the requirements and if recommended by management. However, promotion is neither implied nor guaranteed.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.