Contact Representative (Information Intake)

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

• 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.

Salary

• $38,791 - $50,428/year

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

Qualifications

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.

Education There are no educational requirements for this position. Other 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 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. This job opportunity announcement may be used to fill additional similar vacancies across 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. 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. Required Documents

To apply for this position, you must provide a complete Application Package which includes:

1. Your Resume (NOT TO EXCEED 2 PAGES) showing work schedule, hours worked per week, dates of employment and duties performed. Resumes over the 2-page limit, will not be reviewed beyond page 2 or may be disqualified. If your resume does not reflect demonstrated evidence of your qualifications, you will not receive consideration for the position.
2. Most recent Performance Appraisal, if applicable.
3. Please provide a copy of your most recent SF-50, "Notification of Personnel Action" which shows your appointment eligibility for the position for which you are applying. Your most recent Promotion, Within Rate Increase (WRI/WGI), or Appointment/Conversion SF-50 or Notification of Personnel Action showing your career/career-conditional status, title, series and grade (do not submit an Award SF-50). Also provide the SF-50 that reflects the highest grade level held on a permanent basis or the full performance level of your current position, whichever is higher.
4. Career Transition Assistance Program documentation, if applicable

Failure to submit documents required may result in loss of consideration.

How to Apply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section.

The complete application package must be submitted by 11:59 PM (EST) on 08/10/2026 to receive consideration.

To view the Assessment Questionnaire before applying online, click on this link: https://apply.usastaffing.gov/ViewQuestionnaire/13017021
To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account.

• You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application.
• You will receive an email notification when your application has been received for the announcement.
• To verify the status of your application, log into https://login.usajobs.gov/Access/Transition select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.

ADDITIONAL INFORMATION:
The EEOC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please contact the HR Specialist listed in this vacancy. The decision on granting reasonable accommodation will be made on a case-by-case basis. TTY users may contact us via the Federal Relay Service, 1-800-669-6820.