Contact Representative (Information Intake)

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. Merit promotion applicants must meet time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-05 level is required to meet the time-in-grade requirements for the GS- 6 level. Applicants must meet all eligibility requirements (e.g., time-in-grade and qualification 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. 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.

• Responds to public inquiries by phone, email, mail, and other services, providing accurate, approved information on EEOC-enforced laws and processes.
• Gathers and documents key details for each inquiry in the Customer Relationship Management system, ensuring accuracy, completeness, and adherence to procedures.
• Conducts initial screening of allegations to assess timeliness, EEOC jurisdiction, and next steps.
• Makes 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.
• Escalates time-sensitive or high-risk inquiries, including imminent filing deadlines or safety concerns, in accordance with procedures.
• Ensures all written correspondence, including email responses, is clear, accurate, and consistent with EEOC-approved language and knowledge-based guidance.
• Follows approved call flows, knowledge documents, and referral protocols to maintain consistency, call control, and high-quality customer service.
• Performs other duties that support the EEOC’s mission and IIG’s role in resolving most inquiries at first contact.