What are the responsibilities and job description for the Customer Service Representative (Temporary Appointment) position at Library of Congress?
The Office of Business Enterprises is offering a 120-day temporary appointment for one qualified individual to serve as a Customer Service Representative. This position is in the Customer Service Section of the Office of Business Enterprises.
Customer Service Representatives are the primary point of contact for our customers, ensuring a seamless and positive experience across phone and email platforms. They receive various requests for program-related information and data, independently collect data, prepare reports, and make recommendations consistent with established practices. They establish and maintain program files and records, maintain the security and confidentiality of special files and records, and follow established procedures for the disposition of records and files.
The Customer Service Representative will contribute to all Business Enterprises products and services, including the Library of Congress Store, Cataloging and Distribution Services, and Duplication Services.
Duties include, but are not limited to:
Interested candidates should:
Work Schedule: Full-time, 40 hours per week, Monday through Friday. Incumbents will work onsite with a hybrid schedule.
Submission: Candidates should submit the required documents stated above to Erica Kelly - ekel@loc.gov by 5:00 p.m. on June 10, 2026.
Selection: Applicant information will be reviewed, and the top qualified candidates will be interviewed. The selection will be based on how well the candidates meet the required knowledge, skills, and abilities.
Start Date: The desired start date for the temporary appointment is June 29, 2026.
Deadline for Application Submission:
This temporary appointment will be for a period of 120 days.
Customer Service Representatives are the primary point of contact for our customers, ensuring a seamless and positive experience across phone and email platforms. They receive various requests for program-related information and data, independently collect data, prepare reports, and make recommendations consistent with established practices. They establish and maintain program files and records, maintain the security and confidentiality of special files and records, and follow established procedures for the disposition of records and files.
The Customer Service Representative will contribute to all Business Enterprises products and services, including the Library of Congress Store, Cataloging and Distribution Services, and Duplication Services.
Duties include, but are not limited to:
- Develop a comprehensive understanding of product offerings to educate customers and make appropriate recommendations.
- Manage a high volume of incoming calls and emails, responding promptly and professionally.
- Assist customers with placing orders and status inquiries, which includes researching the Library of Congress’s Online Catalog for materials and images.
Interested candidates should:
- Submit a federal style resume. (Please follow the provided link and ensure the resume includes all components of a federal-style resume.)
- Submit a one-page Statement of Interest describing qualifications, including work experience, education, and training related to the knowledge, skills, and abilities listed below:
- Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
- Ability to focus on the customer.
- Ability to accurately prepare and maintain records, files, and reports.
- Ability to interact collaboratively with others.
- Proficient oral and written communication skills to maintain efficient and effective collaboration with staff and customers.
Work Schedule: Full-time, 40 hours per week, Monday through Friday. Incumbents will work onsite with a hybrid schedule.
Submission: Candidates should submit the required documents stated above to Erica Kelly - ekel@loc.gov by 5:00 p.m. on June 10, 2026.
Selection: Applicant information will be reviewed, and the top qualified candidates will be interviewed. The selection will be based on how well the candidates meet the required knowledge, skills, and abilities.
Start Date: The desired start date for the temporary appointment is June 29, 2026.
Deadline for Application Submission:
This temporary appointment will be for a period of 120 days.