U.S. House of Representatives Customer Advocate in Washington, District Of Columbia
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. The Customer Advocate creates positive, long-term, relationships with Customers through proactive outreach, and effective marketing of CAO and House solutions.
The Customer Advocate works under the direction of the Customer Experience Center management team and delivers on a consultative customer experience through effective performance of the CAO-wide customer service standards. The position does not have day-to-day supervisory/managerial responsibilities.
Primary Duties/Responsibilities: 1)Create 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 educate customers on CAO and House solutions and focuses on consultative interactions with Customers to anticipate immediate and future service and product needs.
2)Actively liaison with both the Customer and internal CAO staff and provide in-depth support and guidance to facilitate effective workflow and objectives, ensuring our solutions positively impact customer experience. Identify and analyze all incoming work requests to provide continual and proactive areas for improvement or enhancement of service delivery. Monitor customer satisfaction metrics.
3)Work with the Communications and Marketing team to market CAO services to Customer and promote the CAO brand. Works with Customer Experience Center management team to change the organizational culture to one that is customer-centric.
4)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. Participate in Customer advisory boards, briefings, and special meetings to bring customer-centric knowledge, data, and recommendations to CAO teams tasked with improving customer experience. Inform Customer Experience Center management of any recommended or required changes to services, processes, or experience.
5)Assist with complex customer requests to either satisfy the request or determine the proper workflow routing for the work request. Partner with other CAO departments to coordinate comprehensive efforts to meet Customer needs and follow-up with Customers and teammates to ensure effective resolution of Customer requests.
6)Proactively monitor all CAO work requests related to assigned Customers with a view towards proactive escalation of requests as needed to ensure timely and satisfactory results. Work with other CAO service delivery teams to ensure net positive results on customer experience.
7)Maintain master Customer lists for the CAO organization to leverage, including developing a process to create new lists, and keep lists current and accurate.
8)Establish and maintain policies and procedures, and update as necessary.
9)Other duties and special projects as assigned.
Bachelor’s degree or equivalent experience preferred. Minimum five years experience in a consultative, customer service environment. Excellent customer service, communication, and interpersonal skills required. Proven experience to develop effective relationships with internal and external solutions delivery partners to achieve strategic and customer solution goals. Knowledge and understanding of CAO solutions and all relevant House Rules, Committee, and CAO policies and procedures. Knowledge and understanding of the legislative environment, U.S. House of Representatives, and the operations thereof, preferred. Frequent, physical visits to House Offices are required. Must be able to meet minimum physical requirements including a moderate amount of walking across the House campus. Must be able to maintain availability and accessibility while spending large periods of time away from assigned workspace. Ability to assess, measure, and analyze organizational performance in a complex change-driven environment. Understands the role and importance of metrics and organizational change. Ability to learn quickly in a fast-paced, change-driven, customer-centric environment. Proficiency in Microsoft Office Suite preferred.
Position Available: Customer Advocate
Vacancy Announcement Number: CEC-002-18
Office/Location: U.S. House of Representatives, Washington, D.C.
Closing Date: Apr 26, 2018
Salary Level/Range: $76,437 - $83,260
Proposed Starting Date: Immediate