Customer Advocate

Customer AdvocateSalary Range : 101,409.00 - 101,409.00Closing Date : 3 / 3 / 2025Job 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.QUALIFICATIONS : Qualifications :
• 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).