What are the responsibilities and job description for the Contact Representative (Information Intake) position at EEOC?
Summary
As a Contact Representative (Information Intake) at the GS-0962-6, you will be part of the Information Intake Group (IIG), Office of Field Programs, U.S. Equal Employment Opportunity Commission (EEOC). As a Contact Representative, you will serve in the EEOC's primary public-facing contact center operating from 7:00 a.m. to 8:00 p.m. Eastern Time, responding to inquiries received through the EEOC's toll-free number, and other electronic communications.
Duties
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Conditions of employment
For the GS-6: You must have one (1) year of specialized experience, which is equivalent to the GS-05 level in the federal government, performing progressively responsible duties in a high-volume contact center environment, including handling 35-45 or more inbound calls each day using ACD/IVR telephony systems; applying established call-flow language, knowledge-based content, and agency procedures to provide accurate information and properly document call outcomes; using multiple computer systems and customer-service platforms to research information, enter call-related data, and manage workflow; demonstrating strong professional communication skills through clear call-control techniques, effective written communication, and accurate email correspondence with the public; and managing workload efficiently in a fast-paced setting with fluctuating call volumes and multi-channel public contact, including phone, email, and relay services.
Applicants must meet all eligibility requirements within 30 days of the closing date specified in the vacancy announcement.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
This position supports customer service operations with published service hours ending at 8:00 p.m. Eastern Time (ET). Employees may be assigned to late-day shifts may be required to remain on duty until approximately 9:30 p.m. ET to ensure all customer interactions initiated before the close of business are completed.
Applicants located in the Pacific Time Zone are encouraged to apply, as work schedules beginning between 9:00 a.m. and 10:00 a.m. Pacific Time (PT) align well with operational coverage needs.
Education
This position does not have an education qualification requirement.
Additional information
Relocation expenses will not be paid.
This is a bargaining unit position: National Council of EEOC Locals, No. 216 Representing BUS code 1125.
Your duty station will be your home address. This is not a mobile remote position.
This job opportunity announcement may be used to fill additional similar vacancies across the EEOC.
If you are unable to apply online or need to fax a document that you do not have in electronic form, please refer to the agency contact information.
If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference (see https://www.fedshirevets.gov/job-seekers/veterans-preference/#content).
Males born after 12-31-59 must be registered or exempt from Selective Service (see: https://www.sss.gov/Home/Registration)
All employees of the Federal government are subject to the conflict of interest statutes and regulations including the Standards of Ethical Conduct that govern activities with outside organizations and reporting financial holdings. This position may require the incumbent to complete a confidential financial disclosure report within 30 days of appointment.
This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with the EEOC. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow the EEOC to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time.
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. TTY users may contact us via the Federal Relay Service, 1-800-877-8339.
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.
Help
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
As a Contact Representative (Information Intake) at the GS-0962-6, you will be part of the Information Intake Group (IIG), Office of Field Programs, U.S. Equal Employment Opportunity Commission (EEOC). As a Contact Representative, you will serve in the EEOC's primary public-facing contact center operating from 7:00 a.m. to 8:00 p.m. Eastern Time, responding to inquiries received through the EEOC's toll-free number, and other electronic communications.
Duties
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- Respond to public inquiries by phone, email, mail, and other services, providing accurate, approved information on EEOC-enforced laws and processes.
- Gather and document key details for each inquiry in the Customer Relationship Management system, ensuring accuracy, completeness, and adherence to procedures.
- Conduct initial screening of allegations to assess timeliness, EEOC jurisdiction, and next steps.
- Make correct referral decisions, directing callers to the proper EEOC Field Office or external federal, state, or local agencies when allegations do not fall under EEOC jurisdiction.
- Escalate time-sensitive or high-risk inquiries, including imminent filing deadlines or safety concerns, in accordance with procedures.
- Ensure all written correspondence, including email responses, is clear, accurate, and consistent with EEOC-approved language and knowledge-based guidance.
- Follow approved call flows, knowledge documents, and referral protocols to maintain consistency, call control, and high-quality customer service.
- Perform other duties that support the EEOC’s mission and IIG’s role in resolving most inquiries at first contact.
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Conditions of employment
- Must be a U.S. Citizen or National
- Males born after 12-31-59 must be registered for Selective Service
- Suitable for Federal employment, determined by a background investigation
- May be required to successfully complete a probationary period
For the GS-6: You must have one (1) year of specialized experience, which is equivalent to the GS-05 level in the federal government, performing progressively responsible duties in a high-volume contact center environment, including handling 35-45 or more inbound calls each day using ACD/IVR telephony systems; applying established call-flow language, knowledge-based content, and agency procedures to provide accurate information and properly document call outcomes; using multiple computer systems and customer-service platforms to research information, enter call-related data, and manage workflow; demonstrating strong professional communication skills through clear call-control techniques, effective written communication, and accurate email correspondence with the public; and managing workload efficiently in a fast-paced setting with fluctuating call volumes and multi-channel public contact, including phone, email, and relay services.
Applicants must meet all eligibility requirements within 30 days of the closing date specified in the vacancy announcement.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
This position supports customer service operations with published service hours ending at 8:00 p.m. Eastern Time (ET). Employees may be assigned to late-day shifts may be required to remain on duty until approximately 9:30 p.m. ET to ensure all customer interactions initiated before the close of business are completed.
Applicants located in the Pacific Time Zone are encouraged to apply, as work schedules beginning between 9:00 a.m. and 10:00 a.m. Pacific Time (PT) align well with operational coverage needs.
Education
This position does not have an education qualification requirement.
Additional information
Relocation expenses will not be paid.
This is a bargaining unit position: National Council of EEOC Locals, No. 216 Representing BUS code 1125.
Your duty station will be your home address. This is not a mobile remote position.
This job opportunity announcement may be used to fill additional similar vacancies across the EEOC.
If you are unable to apply online or need to fax a document that you do not have in electronic form, please refer to the agency contact information.
If you are a veteran and you are claiming 5-point veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility.
If you are a veteran and you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference (see https://www.fedshirevets.gov/job-seekers/veterans-preference/#content).
Males born after 12-31-59 must be registered or exempt from Selective Service (see: https://www.sss.gov/Home/Registration)
All employees of the Federal government are subject to the conflict of interest statutes and regulations including the Standards of Ethical Conduct that govern activities with outside organizations and reporting financial holdings. This position may require the incumbent to complete a confidential financial disclosure report within 30 days of appointment.
This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with the EEOC. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow the EEOC to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time.
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. TTY users may contact us via the Federal Relay Service, 1-800-877-8339.
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.
Help
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.