Capitol Telephone Exchange Operator #299

Target Hiring Range: $60,000-$65,000

Department: Support Operations Posting Date Range: 5/7/2026-5/21/2026 Pay Grade Range: $60000-$105000

Work Hours: 11:30am-8:30pm

FLSA Status: Non-Exempt

Remote Work Status: Remote

All remote or hybrid work arrangements must be performed from within the continental United States, subject to Sergeant at Arms approval.

The Senate Sergeant at Arms does not pay for relocation expenses.

This vacancy announcement closes at 7pm EST. Late applications will not be accepted.

Job Description

JOB OVERVIEW

The Target Hiring Range for this position is: $60,000-$65,000

The U.S. Senate Sergeant at Arms is seeking a detail-oriented, customer service-focused Capitol Telephone Exchange Operator to join a team providing 24/7 call answering and transfer services that connect members of the public with offices across the United States Congress. These operators serve as a direct link between constituents and their federal elected representatives, supporting their engagement with government on the issues that matter most to them.

In this role, you will manage a high volume of incoming calls, ensuring each caller is routed quickly, accurately, and professionally. Working remotely across multiple systems, you will play an essential part in supporting continuous communication between the public and the United States Congress.

This position operates in a fast-paced, high-volume customer service environment where accuracy, consistency, and attention to detail are essential, and requires sustained focus while managing continuous call activity.

The ideal candidate will have experience in, or familiarity with, call center or customer service environments and the ability to maintain professionalism, composure, and neutrality in all interactions, particularly when engaging with callers who may express strong views.

Key Accountabilities/Essential Job Duties

Answers a high volume of incoming calls from a variety of callers, including Members of Congress, staff, constituents, the White House, Cabinet Members, diplomats, and other intergovernmental agencies; courteously determines callers’ needs and provides requested information or redirects caller to the requested or appropriate office or agency. Provides immediate, round-the-clock switchboard service to Members of Congress; provides connection, information or callbacks as required while maintaining high levels of diplomacy, confidentiality, customer service and efficiency. Reports database discrepancies, equipment malfunction and threatening or disruptive calls. Maintains service levels within the office metrics, while providing outstanding customer service, for incoming calls. Successfully meets and maintains weekly individual performance goals. Assist with contingency operations by understanding and following the Senate Contingency Program Emergency Re-Call procedures by correctly answering and transferring randomly conducted test calls. Other duties as assigned.

JOB SPECIFICATIONS

Required Education

High School Diploma, GED.

Required Work Experience

• Three to five years of customer service, call center and/or switchboard experience.
  
  

Required Special Skills/ Knowledge

• As part of our hiring process, we may conduct a skills assessment to better understand an applicant’s proficiency in key areas relevant to the role.
• Knowledge of various systems, software, and equipment in use in a call center environment.
• Ability to display a high degree of tact and professionalism with customers and coworkers.
• Ability to memorize the names of House and Senate members to efficiently process phone calls.
• Ability to quickly identify threatening calls to route to the appropriate law enforcement agency.
• Ability to maintain the confidentiality of members’ personal and professional contact information.
  
  

Desired Qualifications

• Previous experience with inbound customer service, call center operations, or telecommunications preferred.
• Strong verbal communication and active listening skills.
• Ability to handle high call volumes with accuracy and composure.
• Excellent organizational skills and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Successful candidates will need basic proficiency with Microsoft Office products, including Word, Excel, Outlook, and Teams.
• Sound judgment and discretion when handling sensitive information.
  
  

Working Conditions

• Since this position requires onsite presence in support of the U.S. Senate when in session, this position requires the employee to be available and prepared to work during a lapse, in inclement weather, on holidays, and during late night, overnight, and weekend sessions. In the context of government furloughs, this position is considered excepted.
• This position directly supports essential services of the U.S. Senate. As such, this position requires the employee be available and prepared to work during a lapse, in inclement weather, on holidays, weekends, and during late nights to ensure essential services to the Senate continue without interruption. In the context of government furloughs, this position is considered excepted.
• This position may require on-site attendance for departmental meetings and organizational priorities.
• The person in this position needs to be able to sit/ stand for an extended duration.
  
  

CONDITIONS OF EMPLOYMENT

To be employed by a Senate employing office in a paid position in the continental United States an individual must:

• Be a U.S. citizen;
• Be lawfully admitted for permanent residence and seeking citizenship as outlined in 8 U.S.C.
• 1324b(a)(3)(B);
• Be (i) admitted as a refugee under 8 U.S.C.
• 1157 or granted asylum under 8 U.S.C.
• 1158 and (ii) have filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; or
• Owe allegiance to the U.S. (i.e., qualify as a non-citizen U.S. national under federal law).
  
  

Employment is contingent on background / security investigation results.

Benefits At-a-glance

The SAA provides a highly competitive benefits package for all SAA staff. Our benefits extend beyond health care coverage to help provide employees with student loan reimbursement, professional development, transportation subsidy, TSP/retirement savings, access to our Employee Assistance Program, and more! For more information regarding SAA’s benefits, please visit https://sen.gov/OPPW .

ACCOMMODATIONS

As an Equal Opportunity Employer, the SAA is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with SAA and need special assistance or an accommodation to complete the application process, please submit your request to employment@saa.senate.gov with “Accommodation” in the subject line.

VOLUNTARY SELF-IDENTIFICATION FOR VETERANS' PREFERENCE

If you are identifying as veterans' preference eligible under the VEOA, please use this link to complete your application for Veterans' Preference AFTER you apply for this position. The link will also be available on the "Thank You" page after you have submitted your job application.

Candidates only need to apply one time for veterans’ preference to be considered for all future veterans’ preference positions within the Senate Sergeant at Arms.

• All supporting documents must ONLY be provided within the Veterans’ Preference Application and within the stated deadline of the job announcement.
• Late applications for veterans’ preference will not be considered.
• Documentation to obtain veterans’ preference will not be considered if attached to the job application.
• If you need to revise or resubmit your Application for Veterans' Preference/documents, please withdraw your previous Application for Veterans' Preference and resubmit. If you require assistance, please email SAARecruitment@saa.senate.gov .
• To view additional information regarding the VEOA, please click here .
  
  

An applicant who declines to self-identify as a disabled veteran and/or to provide information and documentation regarding his/her disabled veteran’s status will not be subjected to an adverse employment action, but the individual may be ruled ineligible for veterans’ preference.