Customer Advocate

SummaryresumeHelpOverview

• Accepting applications
• Open & closing dates02 / 14 / 2025 to 03 / 03 / 2025
• Salary$101,409 - $101,409 per year
• Pay scale & gradeHS 8 - 10
• HelpLocation2 vacancies in the following location :
• Washington DC, DC 2 vacancies
• Telework eligibleNo
• Travel RequiredNot required - Not required.
• Relocation expenses reimbursedNoRelocation Description
• Appointment typePermanent
• Work scheduleFull-time
• ServiceExcepted
• Promotion potential10
• Job family (Series)
• 0304 Information Receptionist
• Supervisory statusNo
• Security clearanceNot Required
• Drug testNo
• Announcement numberreq3569
• Control number831671100HelpThis job is open to
• The publicU.S. Citizens, Nationals or those who owe allegiance to the U.S.Clarification from the agencyOpen to the publicHelpDutiesJob 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 for a Customer Advocate role within 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.Key responsibilities include creating positive, long-term relationships with Member, Committee and Leadership offices; conducting regular outreach visits; satisfying customer requests or working to determine the proper routing to satisfy those requests; proactively following up with customers to ensure effective issue resolution; effectively marketing CAO and House solutions; and maintaining and updating records, including a master customer list.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 :
• Creates positive, long-term, relationships with customers through proactive outreach, consultation, office visits, and effective marketing of CAO and House solutions. Conducts regular outreach visits to Member Offices in D.C. and in district offices across the nation to educate customers on CAO and House solutions; focuses on consultative interactions with customers to anticipate immediate and future service and product needs.
• Actively liaisons with both the customer and internal CAO staff to provide in-depth support and guidance, facilitate effective workflow and objectives, and ensure solutions positively impact the customer experience.
• Independently gathers, reconciles, and interprets data / information using various techniques and sources; extracts pertinent details.
• Works with the Communications and Marketing team to market CAO services to customers and promote the CAO brand. Works with Customer Experience Center management team to ensure an organizational culture that is customer-centric.
• Participates in the development and implementation of strategic objectives, projects, and initiatives. Works to help improve organizational triage, knowledge management, collaboration, and consistency throughout the CAO.
• Accurately determines the length and complexity of tasks; provides stakeholders and customers with up-to-date information when requested.
• Assists with complex customer requests to either satisfy the request or determine the proper workflow routing for the work request. Partners with other CAO departments to coordinate comprehensive efforts to meet customer needs; follows up with customers and teammates to ensure effective resolution of customer requests.
• Works with other CAO service delivery teams to ensure net positive results on customer experience.
• Maintains master customer lists for the CAO organization to leverage; keeps lists current and accurate and develops a process to create new lists as needed.
• Identifies and analyzes all incoming work requests to provide continual and proactive areas for improvement or enhancement of service delivery. Monitors customer satisfaction metrics.
• Identifies and understands communication challenges; recommends strategic solutions.
• Compiles and / or generates reports; provides timely information for management, stakeholders, and customers.
• Assists supervisor / manager with planning and executing activities; monitors schedules and communicates delays and resolves conflicts as needed.
• Participates in customer advisory boards, briefings, and special meetings to bring customer-centric knowledge, data, and recommendations to CAO teams tasked with improving customer experience. Informs Customer Experience Center management of any recommended or required changes to services, processes, or experiences.
• Proactively monitors all CAO work requests related to assigned customers with a view towards proactive escalation of requests as needed to ensure timely and satisfactory results.
• Establishes, maintains, and updates policies and procedures as necessary.
• Oversees the scheduling and coordination of logistics for meetings, events, etc. as needed.
• Performs other official duties and special projects as assigned.HelpRequirementsConditions of Employment
• USAJobs Conditions of EmploymentQualificationsQualifications :
• Bachelor's degree or equivalent experience preferred.
• 2-5 years of experience in a consultative, customer service environment.
• 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).
• BenefitsHelpA 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.How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.You will be evaluated using a structured interview process.
• BenefitsHelpA 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 DocumentsAs 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.resumeIf 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 ApplyQualified candidates please submit your resume online by following the instructions in this link.Agency contact informationCAO Human ResourcesPhone 202-225-2926Address CAO441 2nd StWashington, DC 20515Next stepsQualified Candidates will be contacted directly.
• Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number requestHelpRequired DocumentsresumeIf 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.HelpHow to ApplyQualified candidates please submit your resume online by following the instructions in this link.Read moreAgency contact informationCAO Human ResourcesPhone 202-225-2926Address CAO441 2nd StWashington, DC 20515Next stepsQualified Candidates will be contacted directly.Read moreFair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number requestPrintShare
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• Accepting applications
• Open & closing dates02 / 14 / 2025 to 03 / 03 / 2025
• Salary$101,409 - $101,409 per year
• Pay scale & gradeHS 8 - 10
• Location2 vacancies in the following location :
• Washington DC, DC 2 vacancies
• Telework eligibleNo
• Travel RequiredNot required - Not required.
• Relocation expenses reimbursedNoRelocation Description
• Appointment typePermanent
• Work scheduleFull-time
• ServiceExcepted
• Promotion potential10
• Job family (Series)
• 0304 Information Receptionist
• Supervisory statusNo
• Security clearanceNot Required
• Drug testNo
• Announcement numberreq3569
• Control number831671100This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov / job / 831671100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Salary : $101,409