Contact Representative
US Department of Veterans Affairs, Smyrna, GA, United States
Contact Representative
This position is in the Contact Management Division, Help Desk Section of the Health Resource Center in VHA Member Services. The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, AccessVA website, Beneficiary Travel Self Service System, Web and Mobile Solutions, and other various VA websites. Help Accepting applications Open & closing dates 03/02/2026 to 03/01/2027 Salary $34,799 - $50,428 per year. The salary range listed reflects the GS base rate (not including locality). Upon selection, the salary will be adjusted to include locality. Pay scale & grade GS 5 - 6 Locations Many vacancies in the following locations: Smyrna, GA Topeka, KS Location Negotiable After Selection Waco, TX This job is open to Federal employees - Competitive service Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales. Internal to an agency Current federal employees of the hiring agency that posted the job announcement. Career transition (CTAP, ICTAP, RPL) Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants. Veterans Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference Military spouses Military spouses of active duty service members or whose spouse is 100 percent disabled or died on active duty. Individuals with disabilities Individuals who are eligible under Schedule A. Special authorities Individuals eligible under a special authority not listed in another hiring path. This is an OPEN CONTINUOUS ANNOUNCEMENT. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until March 1, 2027. The initial application review cut-off for this job announcement is 50 applications. The first 50 applications received will be considered first. Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 50 in the order they applied. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Duties: Determines most appropriate action or identifies alternatives in resolving issue (s) through in depth research and interpretation. Provides information on benefits and eligibility requirements. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Identifies/resolves different types of issues and problems reported such as password reset, website usability. Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality. Provides support for VA emerging Mobile Applications and Web Technology, assists users in basic navigation in Web Mobile Tools and iPad support. Requirements: You must be a U.S. citizen to apply for this job. Selectees are subject to a background/suitability investigation. Selectees may be required to serve a probationary period. Selective Service Registration is required for males born after 12/31/1959. A complete application package, i.e., Resume, Transcripts, etc., as required by job announcement. Selected applicants will be required to complete an online onboarding process. Participation in the Seasonal Influenza Prevention Program for VHA Health Care Personnel (HCP) is a requirement for all Department of Veterans Affairs HCP. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Must be proficient in written and spoken English. Pre-employment physical examination/evaluation may be required. Selectees that are current VA employees will be required to continue their return to in person work mandate at their current facility. Exemptions that were previously granted will be honored once verified. Non-VA employees who apply and are selected will be required to report to in-person work. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/01/2027. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. You will be evaluated for this job based on how well you meet the qualifications above.
This position is in the Contact Management Division, Help Desk Section of the Health Resource Center in VHA Member Services. The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, AccessVA website, Beneficiary Travel Self Service System, Web and Mobile Solutions, and other various VA websites. Help Accepting applications Open & closing dates 03/02/2026 to 03/01/2027 Salary $34,799 - $50,428 per year. The salary range listed reflects the GS base rate (not including locality). Upon selection, the salary will be adjusted to include locality. Pay scale & grade GS 5 - 6 Locations Many vacancies in the following locations: Smyrna, GA Topeka, KS Location Negotiable After Selection Waco, TX This job is open to Federal employees - Competitive service Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales. Internal to an agency Current federal employees of the hiring agency that posted the job announcement. Career transition (CTAP, ICTAP, RPL) Federal employees whose job, agency or department was eliminated and are eligible for priority over other applicants. Veterans Veterans of the U.S. Armed Forces or a spouse, widow, widower or parent of a veteran, who may be eligible for derived preference Military spouses Military spouses of active duty service members or whose spouse is 100 percent disabled or died on active duty. Individuals with disabilities Individuals who are eligible under Schedule A. Special authorities Individuals eligible under a special authority not listed in another hiring path. This is an OPEN CONTINUOUS ANNOUNCEMENT. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until March 1, 2027. The initial application review cut-off for this job announcement is 50 applications. The first 50 applications received will be considered first. Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 50 in the order they applied. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Duties: Determines most appropriate action or identifies alternatives in resolving issue (s) through in depth research and interpretation. Provides information on benefits and eligibility requirements. Provides instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; and mobile tools. Identifies/resolves different types of issues and problems reported such as password reset, website usability. Assist in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; and troubleshooting of features and functionality. Provides support for VA emerging Mobile Applications and Web Technology, assists users in basic navigation in Web Mobile Tools and iPad support. Requirements: You must be a U.S. citizen to apply for this job. Selectees are subject to a background/suitability investigation. Selectees may be required to serve a probationary period. Selective Service Registration is required for males born after 12/31/1959. A complete application package, i.e., Resume, Transcripts, etc., as required by job announcement. Selected applicants will be required to complete an online onboarding process. Participation in the Seasonal Influenza Prevention Program for VHA Health Care Personnel (HCP) is a requirement for all Department of Veterans Affairs HCP. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Must be proficient in written and spoken English. Pre-employment physical examination/evaluation may be required. Selectees that are current VA employees will be required to continue their return to in person work mandate at their current facility. Exemptions that were previously granted will be honored once verified. Non-VA employees who apply and are selected will be required to report to in-person work. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/01/2027. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. You will be evaluated for this job based on how well you meet the qualifications above.