Contact Representative
What you'd do
The primary purpose of the position is to provide website and mobile application navigation, customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, Vets.gov website, Web and Mobile Solutions applications and other various VA websites and eligibility and benefits counseling.
Major duties
Major duties include, but are not limited to: Assists in triage and resolution of trouble issues reported such as password resets, website and mobile application usability, navigation, and troubleshooting of features and functionality. Performs research and utilizes technical references and VA records systems available to resolve identified issues. Conducts analysis and review of Help Desk call center resources, processes and procedures. Identifies the need for new or modified phone scripts and submits change requests accordingly. Gathers data, prepares reports, and makes recommendations for changes in call center operations. Serve as Subject Matter Expert (SME) on Help Desk call center processes and procedures. Attend assigned business line meetings, conference calls, and discussions in preparation for Help Desk product changes as it pertains to MHV, eBenefits, Mobile applications, and/or other related programs. Other Duties Assigned and in Position Description (PD) 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 Ad-hoc telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception or exemption will happen after a tentative job offer, but before a final job offer. Position Description/PD#: Contact Representative/PD07468A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/09/2026. 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. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Determining eligibility for benefits and health services Fields questions and provide support to Veterans, Care Givers, and other users providing VA Systems (e.g., MyHealtheVet, eBenefits, Vets.gov, Web and Mobile Solutions applications) technical direction. Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. Ability to document case notes. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Before you apply
Federal applications are different: your resume should be 3–5 pages and mirror the language of this announcement. Read our federal resume guide first — it's the #1 reason qualified people get screened out.
Don't miss the next one.
Get an email the moment a similar federal job opens — postings can close in as little as 5 days.