Customer Service Assistant

Summary

GPO employees possess a diverse array of talent in many administrative fields and trades. We provide other agencies with innovative services for the printing, publishing, storage, and distribution of digital content. If you are an energetic, inventive individual looking for a challenging, yet rewarding career opportunity, GPO may be the place for you. This position is part of the Government Publication Sales, Government Publishing Office in Pueblo, Colorado.

Duties

Navigates multiple systems and applications to research, analyze, and resolve customer inquiries, and provides agency related information. Downloads orders from customer web order pages, emails, call center applications, and File Transfer sites. Create or maintain databases, spreadsheets, reports and statements as needed utilizing Microsoft office applications Access and Excel or equivalent software. Maintains various websites performing updates to back-end data to include creation of pdf and image content. Research new procedures and processes that enhance the overall operation of the department.

Qualifications and evaluation

Your resume will be evaluated to determine if you meet the minimum qualifications required; and on the extent to which your application shows that you possess the competencies associated with this position. To determine if you are qualified for the job, a review of your resume and supporting documentation may be made and compared against your responses to the vacancy questionnaire. You will receive a numeric rating based on your responses to the questionnaire. Your rating is based on both your responses to the questionnaire and information stated in your application. Please make sure that your self-ratings are supported by information in your application. The Human Capital Specialist may verify your qualifications and self-ratings during the application and selection process through quality review, interview questions, work samples, demonstrations, reference checks, and other means. Inflated qualifications may result in you being excluded from further consideration for this position. You will be further evaluated on the following Competencies required for the position. Customer Service Financial Management Technical Credibility We DO NOT require a separate narrative statement responding to the competencies, however your resume must CLEARLY show possession of these competencies. If you meet the qualifications stated above and you are among the top candidates your application may be referred to the Selecting Official for further review.

Education

Substitution of education in lieu of specialized experience may be used for this grade level. Are you using your education to qualify? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts which cites the name of the institution are acceptable, or (2) you may submit a list with all of your courses, grades and GPA, semester, year, and credit for the course. Official transcripts will be required from all selectees prior to receiving an official offer. GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.? FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html REQUIRED DOCUMENTS: For Applicants qualifying on the basis of education: School transcript(s) - official or unofficial. A transcript is required if you are claiming to qualify based on your education. The information presented in the transcript must be verifiable; at the minimum the transcript should contain the name of the institution, applicant's name, list of completed courses, semester hours, and GPA. If you provide an unofficial transcript at the time of application and you are selected, you will be asked for official versions prior to an official job offer.

How to apply

To apply for this position, you must provide a complete online Application Package, which includes 1) your responses to the Occupational Questionnaire, 2) your resume and 3) any other documents needed to verify your qualifications or eligibility (see the required documents section). Please follow the instructions listed below for submitting your complete application package. Application procedures are specific to this vacancy announcement. Please read all instructions before you begin. Resume Requirements: Resumes are limited to two (2) pages Resumes should focus on the knowledge, skills, abilities; accomplishments and results; and training and education relevant to this position. Resumes must be in the following format (for each position held relevant to this position): Short summary of position duties Accomplishments while in the position Results of those accomplishments Copying and pasting position descriptions into a resume is not acceptable. Illegible Information and/or Documents If your supporting documents and resume are illegible or do not provide the necessary information for the Human Capital Specialist and/or Subject Matter Expert to make a qualification determination, you may lose consideration for this position. Last Document Uploaded If multiple copies of the same document are uploaded/faxed and submitted with your application, GPO will only consider the last copy of the document uploaded/faxed when determining your eligibility and qualifications. For example, if you upload/fax two or more resumes only the last resume uploaded/faxed and submitted will be considered. Print a copy of the occupational questionnaire so that you may read and review the questions before submitting your online responses. Click here to view the Occupational Questionnaire:https://apply.usastaffing.gov/ViewQuestionnaire/13028529 The completed online Application Package must be submitted by 11:59 PM (EST) on 08/24/2026. The following applicants can be considered under Merit Promotion eligibles (also known as "status candidates"): Current career or career-conditional employees: http://help.usajobs.gov/index.php/Career_vs._Career_Conditional 30% Disabled Veterans: http://www.fedshirevets.gov/job/shav/index.aspx Veterans Employment Opportunity Act (VEOA): http://www.fedshirevets.gov/job/shav/index.aspx Veterans' Recruitment Appointment (VRA): http://www.fedshirevets.gov/job/shav/index.aspx Certain Military Spouses: http://www.fedshirevets.gov/job/shams/index.aspx Reinstatement: http://help.usajobs.gov/index.php/What_is_reinstatement%3F_Am_I_eligible%3F Family Member Preference (Derived Preference): http://www.fedshirevets.gov/job/familypref/index.aspx A severely physically handicapped Schedule A appointment: Please submit a certification from a State or District of Columbia rehabilitation counselor indicating that you can perform the duties of this position and are eligible for an excepted appointment based on a physical or mental disability. A former Peace Corps or VISTA Volunteers appointment: Please submit documentation indicating your volunteer service in order to be considered. To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Required documents

The following information must be received by 11:59 EST on 8/24/2026Click Here SF-50, Notification of Personnel Action- If you are a current or former federal employee, you must submit a SF-50 showing the highest grade level held in the position for which you are using to qualify. Your SF-50 must also include the Position Title and Series, Step, Salary, Tenure, Position Occupied, and promotion potential (if applicable) to verify your status and eligibility. An award SF-50 is not acceptable. If you are unable to provide your most recent SF-50, you should submit a written statement explaining why it was not obtainable. This explanation should include your Position Title and Series, Step, Salary, Tenure, Position Occupied, and promotion potential. Failure to submit the required SF50 document or statement of explanation will result in an ineligible rating under merit promotion procedures. Recent Performance Appraisal - If you are a current or former federal employee, you must submit your current Fiscal Year (FY2025) Performance Appraisal showing you have performed at an acceptable level. If you are unable to submit your current Fiscal Year (FY2025) Performance Appraisal you must submit a written explanation as to why it was not obtainable. In this explanation you should include your final rating. Failure to submit your current Fiscal Year (FY2025 Performance Appraisal or a written statement explaining why it was not obtainable will disqualify you from further consideration. Failure to submit your current Fiscal Year (FY2025) Performance Appraisal or a written statement explaining why it was not obtainable will disqualify you from further consideration. DD-214 - If you are claiming Veterans' Preference, provide a copy of your DD-214 (Member Copy 4) Certificate of Release or Discharge from Active Duty, or other equivalent documentation to prove your entitlement and to verify your type of discharge. Failure to provide this information may result in your application not receiving preference. VA Letter and SF-15 - If you are claiming Veterans' Preference based on a Compensable Disability, Widow or Spouse Entitlement, or as a Purple Heart recipient, you must submit your DD-214 or other proof of entitlement as described above; and SF-15, and the required proof of disability, i.e., Department of Veterans Affairs letter dated 1991 or later. Failure to provide this documentation may result in your application not receiving preference. (Please see veteran eligibility documentation for more information on veterans preference in federal hiring). Active Duty Service Members - If you are veteran who has not yet been discharged, you may provide a statement of intent to discharge from your agency to receive Veterans Preference under the VOW (Veteran Opportunity to Work) to Hire Heroes Act of 2011. Agencies are required to accept, process, and grant tentative veterans' preference to those active duty service members who submit a certification (in lieu of a DD-214) along with their job application materials. Agencies must verify the individual meets the definition of 'preference eligible' under 5 U.S.C. 2108 prior to appointment. A '"certification" is any written document from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. NOTE: If you provide a certification at the time of application, your preference eligibility will be verified prior to appointment. More information may be found at http://www.opm.gov/policy-data-oversight/veterans-employment-initiative/vet-guide/ Veterans Employment Opportunities Act (VEOA) documentation, if applicable. For more information, please go to https://www.fedshirevets.gov/hire/hrp/vetguide/index.aspx.

Additional information

Employment of Relatives Section 3110 of Title 5, U.S. Code, prohibits a Federal official from appointing, promoting, or advocating the appointment or promotion of a relative in the agency where the official is serving or exercises jurisdiction. In addition, Section 2302(b)(7) of Title 5, U.S. Code, makes it a "prohibited personnel practice" for a person in authority to "appoint, employ, promote, advance, or advocate for the appointment, employment, promotion, or advancement of a relative." For further information visit: https://www.law.cornell.edu/uscode/text/5/3110 and https://www.law.cornell.edu/uscode/text/5/2302 Separated Employees: If you have separated from Federal Government employment, you may obtain a copy of your SF-50 via: National Personnel Records Center, Annex, 1411 Boulder Boulevard, Valmeyer, IL, 62295; or visit the National Archives Website. Work Life Balance: The GPO offers Transit subsidy for commuters using public transportation (Metro Bus/Rail, MARC, VRE, etc.). Background Investigation For a Suitability: To ensure the accomplishment of its mission, the GPO requires every employee to be reliable and trustworthy; this position requires a background investigation for Suitability. To meet those standards, all selected applicants must undergo and successfully complete a background check for Suitability. This review could include fingerprints and credit checks, as well as a full field FBI background investigation and tax and bar checks for attorney applicants. The background investigation covers a period of seven to ten years depending on the nature of the position; this process may take 6 weeks or longer. The Agency may rescind the tentative offer, if the candidate is unable to pass the background investigation. Schedule A (Disability Appointment): Documentation of eligibility for employment under Schedule A can be obtained from a licensed medical professional (e.g., a physician or other medical professional certified by a state, the District of Columbia, or a U.S. territory to practice medicine); a licensed vocational rehabilitation specialist (i.e., state or private); or any Federal agency, state agency, or agency of the District of Columbia or a U.S. territory that issues or provides disability benefits. The letter must be printed on a "medical professional's" letterhead and signed. The selectee will work shift 1, 6:30 AM-3:00 PM Additional vacancies may be filled by this announcement.