Duties

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, childcare, food and vending, procurement, logistics and administrative counsel.

This position is 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. Customer Services contains First Call, which provides frontline response to general House questions and inquiries, and the Customer Advocate Program, which provides proactive outreach and education on CAO services for Member offices in D.C. and in districts across the nation. This position serves as the Supervisor, First Call.

Key responsibilities include providing day-to-day supervision of First Call; providing service assistance and serving as an escalation point for complex issues or requests; gathering, analyzing, and implementing customer feedback as appropriate; ensuring that First Call personnel are following all established procedures and performing to the Customer Experience Standards; and developing and empowering First Call personnel to provide excellent customer service and effective issue resolution.

The position has day-to-day supervisory/managerial responsibilities and on-site.

This position has access to Personally Identifiable Information (PII).

Primary Duties/Responsibilities:

• Leads First Call in providing superior customer service support to Members, Committees, and House offices.
• Manages customer inquiries and escalations to ensure customer satisfaction; ensures customer feedback is analyzed and implemented.
• Provides day-to-day operational supervision of First Call. Serves as the primary resource and solution-provider for the Customer Service Representatives; provides customer service assistance ranging from providing general information and/or documentation to in-depth event set up and passport application services.
• Develops and implements yearly, quarterly, monthly, and weekly work plans for First Call.
• Formulates departmental and staff goals consistent with the strategic objectives of the CAO and CEC.
• Proactively monitors customer tracking activities and metrics by reviewing Remedy tickets, Special Event requests, notary services, and passport applications for accuracy and completeness.
• Directs, manages, and implements effective performance of the Customer Experience Standards.
• Develops, implements, and maintains policies and procedures pertinent to the effective and efficient operation of First Call. Defines customer success metrics and satisfaction that align across all departments within the CEC.
• Develops and maintains a highly motivated and high-functioning team of dynamic Customer Service Representatives.
• Empowers Customer Service Representatives to be effective in their roles.
• Maintains expert knowledge of CAO services; serves as an escalation point for complex requests.
• Markets and champions CAO products and services using appropriate communication methods; ensures that messages are clear, consistent, and compelling.
• Establishes, oversees, and continuously improves quality assurance and communications programs. Researches and implements customer service standards, best practices, policies, and standards that will positively impact quality assurance; ensures conformance with CAO and CEC strategic objectives.
• Benchmarks industry standards and best practices, competition, and trends related to customer experience to incorporate into future projects and planning to maximize effectiveness.
• Conducts administrative and personnel management activities, including performance reviews and evaluations, interviewing and employment recommendations, staff counseling, employee development training, and development of policies. Advises subordinates on administrative policies and procedures, issue resolution, priorities, and procedures.
• Proactively stays abreast of legislative or regulatory developments which affect First Call and develops plans to meet new requirements.
• Performs other official duties and special projects as assigned.

Requirements

Conditions of Employment

• USAJobs Conditions of Employment

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  Resume

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  Qualified candidates please submit your resume online by following the instructions in this link.

  Agency contact information

  CAO Human Resources

  Phone

  202-225-2926

  Address

  CAO
  441 2nd St
  Washington, DC 20515

  Next steps

  Qualified Candidates will be contacted directly.

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents