To qualify for this position, applicants must meet all specialized experience and time in grade requirements within 45 days of the closing date of this announcement, 07/13/2026. 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 within 45 days of the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-07. 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 your most recent non-award 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 non-award SF-50 that clearly demonstrates one year time-in-grade. 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. Must have the ability to type at least 40 words per minute. Must be able to speak, read, and write fluently in both Spanish and English. You may qualify based on your experience and/or education, as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Subject Matter Expert in scheduling. Assisting new agents in roles. Utilizing word processing, spreadsheets, databases, and software to manage information. Utilizing e-mail to draft correspondence, summarizing the facts of an issue as well as options for resolution. Processing incoming and outgoing materials such as e-mails, instant messaging, correspondence, reports, memoranda, and other forms of written communication. Operating a computer to enter changes, extract information, and interpret automated data processing screens using automated systems in response to inquiries from customers. Engaging in active listening and explaining specific information to include any pertinent policies, laws, and regulations to meet the customer's service request. Responding to and addressing customer needs and resolving complaints and concerns within the employee's control. (This experience must be supported by your resume to be creditable). OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or two full years of progressively higher level graduate level education leading to such a degree or LL.B. or J.D., if related which demonstrates the knowledge, skills, and abilities necessary to do the work of this position. This education must have been obtained in an accredited college or university. (TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at the GS-09 level. To calculate, first identify the percentage of required education you have earned (when substituting, you cannot use the first year or 18 semester hours of graduate level education). Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify at the GS-09. For example, an applicant who has 1 year of graduate level education (18 semester hours) plus another 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required specialized experience) would equal 100% of the required experience for the position. You will be rated on the following Competencies for this position: Computer Skills Critical Thinking Interpersonal Skills Communications Writing 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; religions; 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Work is primarily sedentary and requires a moderate amount of walking, standing, bending, stooping, or lifting. Selected applicants will be required to complete an online onboarding process. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.