Acts as the primary point of contact between the CIO office and assigned customer groups, ensuring clear day‑to‑day communication and representing customer needs. Engages proactively with the Senate community to gather business requirements and identify challenges; escalates themes to senior team members when needed. Partners with technology solutions teams to document customer requirements, ensuring accuracy and alignment with existing products and services. Drafts and delivers communication materials (email updates, briefings, release notes) to keep customers informed of technology changes and trends. Administers established feedback mechanisms, collects customer satisfaction data, and highlights patterns for further review. Tracks routine KPIs related to customer support and satisfaction; assists with preparing periodic reports for management. Other duties, as assigned.

Conditions of employment

• For conditions of employment and citizenship requirements, please visit the job announcement on the United States Senate Career Page at https://sen.gov/YO0NL.

Qualifications

Desired Qualifications:

Experience

• 3 years of customer service experience in the Senate preferred.
• Proven track record of handling escalated customer issues effectively.

Technical Skills

• Proficiency with ServiceNow ticketing.
• Strong Microsoft Office skills (especially Teams for communication and Excel for reporting and tracking).
• Ability to provide demonstrations of supported CIO technologies.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to handle difficult conversations and de-escalate conflicts.
• Strong listening skills to accurately capture customer needs and issues.

Problem-Solving and Decision-Making

• Proven ability to think critically and resolve complex customer issues.
• Demonstrated ability to exercise sound judgment under pressure.
• Aptitude for making quick, data-informed decisions.

Leadership and Mentorship

• Experience training or mentoring junior team members.
• Strong interpersonal skills to lead by example and foster team morale.
• Ability to provide constructive feedback to team members.

Customer-Centric Mindset

• Demonstrated commitment to delivering high-quality customer experiences
• Ability to empathize with customers and anticipate their needs.
• Passion for continuous improvement in customer satisfaction.
  
  

Adaptability and Resilience

• Ability to thrive in a fast-paced, high-stress environment.
• Willingness to adapt to new systems, processes, and policies.
• Strong organizational skills to handle multiple cases or inquiries at once.
  
  

Analytical Skills

• Proficiency in data analysis to track performance metrics (KPIs).
• Ability to identify trends in customer feedback and suggest improvements.
• Experience preparing reports on customer service metrics or performance.
  
  

Required Work Experience

• Diploma with 3-5 years of relevant work experience.
• Bachelor's degree with 2-4 years of relevant work experience.
• Master's degree with 1-3 years of relevant work experience.

Required Special Skills/ Knowledge

• Fundamental relationship building skills with diverse teams and stakeholders.
• Basic to intermediate oral and written communication skills.
• Ability to empathize and manage emotions in a customer support context.
• Introductory analytical and problem-solving skills.
• 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.

Working Conditions

• Work is primarily performed in an office environment with standard physical demands, including extended periods of computer use, attending meetings, and interacting with customers and internal technology teams.
• Role requires frequent communication with stakeholders across the Senate community, including in‑person meetings, virtual discussions, and written correspondence.
• Work requires managing multiple priorities simultaneously, often under time-sensitive or shifting deadlines.
• Work requires occasional travel within the Capitol campus or related facilities and may be needed for stakeholder meetings, technology demonstrations, or engagement activities.
• Work involves routine exposure to evolving technology trends, requiring continuous learning and adaptation to new tools, platforms, and service offerings.
• Work includes periods of higher demand during technology releases, major updates, system incidents, or Senate operational cycles.
• Work requires adherence to all organizational confidentiality, security, and data protection policies, particularly when handling customer feedback, business requirements, and CIO communications.
• Work requires collaboration with cross-functional teams may involve hybrid work settings, including telework days where approved, requiring reliable internet access and ability to participate in virtual collaboration tools.

How you will be evaluated

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

Your application will be evaluated by a panel on the quality and extent of your total accomplishments, experience, and education. Highly qualified candidates may be interviewed and a reference check conducted.

• Your resume should include relevant work experience, applicable education and your contact information. For current or previous federal employees, include the pay plan, series and grade.

Subject to background/security investigation.

Next steps