Summary 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). Responsibilities 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 Qualifications Qualifications: Bachelor's degree or equivalent experience preferred. Minimum 7 years of experience in a consultative, customer service environment, business development, government relations, or congressional relations field. 2-3 years of management and/or supervisory experience preferred. Education Additional Information