Customer Service Representative (Correctional) - Bureau of Prisons/Federal Prison System

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: 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.** 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.