Clarification from the agency

Open to the public

Job Summary:

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel.

This position is located in the Customer Services Department, Customer Experience Center (CEC), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House). The Customer Experience Center communicates, markets, brands, and delivers customer service to the House community. Within Customer Services, First Call provides frontline response to general House questions and inquiries. This position serves as the Junior Customer Solutions Representative and reports to the First Call management team. Grade level at time of appointment is determined by experience and designated level of responsibility. The position does not have day-to-day supervisory/managerial responsibilities. This position has access to Personally Identifiable Information (PII).

Primary Duties/Responsibilities:

• Provides passionate customer service and support in a wide variety of service and administrative areas. Consistently exemplifies a pleasant and courtesy attitude with all customers in a high traffic environment. Provides assistance to customers in a professional, courteous and tactful manner.
• Delivers the CAO-wide customer service standards.
• Analyzes incoming work requests to either satisfy the request within First Call or determines the proper workflow routing for the work request with the aim of providing a resolution at the first point of contact.
• Develops and maintains a tracking system to promote customer follow-up practices and obtains customer satisfaction feedback on the CEC customer experience.
• Performs precise customer request creation, data entry, and workflow routing for walk-in work requests.
• Maintains the weekly and monthly calendar for assigned CAO special event rooms
• Maintains emergency materials and constantly updates contact information for all First Call staff.
• Organizes and maintains office supplies, equipment inventory and equipment maintenance request within the First Call office.
• Acts as a solutions provider to resolve customer requests. Coordinates and supports day-to-day office activities/operations.
• Assists in developing systems to track in-person customer interactions.
• Maintains general working knowledge and understanding of First Call’s services, practices, and procedures.
• Provides general support with/on a wide variety of administrative and customer focus tasks, as well as other miscellaneous assignments and planning initiatives.
• Completes and applies all assigned training required to perform existing and future work.
• Performs other official duties as assigned.

Conditions of employment

• USAJobs Conditions of Employment

Qualifications

Qualifications:

Minimum Qualifications:

• Minimum of 2–3 years of professional work experience, with at least 2 years of direct customer service experience in a high-volume or fast-paced environment.

Preferred Qualifications:

• Associate degree or equivalent experience, preferred.

Knowledge, Skill, and Ability (KSA) and Competency Requirements: 

• Ability to develop effective relationships with internal and external solutions delivery partners to achieve strategic and customer solution goals.
• Skill in customer service, consultation, outreach, and marketing.
• Knowledge of CAO services and Customer Experience Standards.
• Ability to assess customer needs and develop strategies to meet those needs.
• Knowledge of quality assurance principles.
• Knowledge of the role and importance of metrics and organizational change.
• Ability to provide administrative support, including triaging and coordinating work requests and activities, scheduling and planning meetings and events, and managing projects.
• Ability to develop and manage scripts.
• Knowledge of and ability to use applicable technological applications (e.g., work request systems, communications technology, Microsoft Office Suite).
• Ability to enter, analyze, and manage data.
• Ability to maintain composure and apply discretion in communications and interactions with coworkers and customers at all levels.
• Knowledge of best practices related to logistics, office, and event layouts and the ability to apply that knowledge when completing or triaging work requests.

Physical Requirements and Work Environment:

This position is located in an office setting that is adequately heated, lighted, and ventilated. Normal safety precautions apply. The work involves carrying of light items such as books, papers and small office equipment. The incumbent must be able to meet minimum physical requirements (lifting, bending, crouching, standing, etc.).

Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated using a structured interview process.