Contact Representative
Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need. This job is open to the public. All US citizens are eligible. The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. Uses various automated systems and databases to search records and customer accounts, procedures and guidelines to identify and explain information. Provides status on various actions; and inaccuracies and discrepancies in customer account information. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service, which demonstrates the ability to perform the duties of the position, is required. This announcement will be used to fill positions with an entry grade of GS-04, GS-05 or GS-06 with a target grade of GS-06. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need. This job is open to the public. All US citizens are eligible. The DFAS Customer Care Center responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. The Contact Representative's primary function is to respond to inquiries in a high-stress environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Provides responses to inquiries typically related to entitlements, payment of invoices, discrepancies in information, statuses, etc., and provides accurate response to inquiries. Uses various automated systems and databases to search records and customer accounts, procedures and guidelines to identify and explain information. Provides status on various actions; and inaccuracies and discrepancies in customer account information. One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade within the federal service, which demonstrates the ability to perform the duties of the position, is required. This announcement will be used to fill positions with an entry grade of GS-04, GS-05 or GS-06 with a target grade of GS-06. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.