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Contact Representative (Information Intake)
Equal Employment Opportunity Commission · Posted 63 days ago
Remote United States $39K – $50K Apply by Aug 10, 2026 Contact Representative ENFJENFPENTPESFP MarketingCustomer Success
Apply for this job → About the Role
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.
What You'll Do
- →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.
Requirements
- ✓There are no educational requirements for this position.
Personality Fit
Job ID: b7bb70cc-a60a-4316-9c92-3fc72cdd2dd8
Posted via USAJobs