Serves as the primary point of contact between the Chief Information Officer (CIO) and the customer community, facilitating clear and proactive communication to understand and advocate for customer needs, and providing information on the technology products and services. Proactively engages with the Senate community to gather insights on their business requirements and challenges, advocating for solutions that align with these needs. Partners with the technology solutions business partners to accurately document and prioritize customer requirements, ensuring seamless translation into products and services. Develops and maintains comprehensive communication strategies to keep the customer community informed and educated about technology trends, updates, and service improvements both written and verbal. Establishes and manages a feedback mechanism to capture customer insights, concerns, and satisfaction levels. Uses this feedback to drive continuous improvement in products, services, and customer support practices. Defines and monitors key performance indicators (KPIs) related to customer support and satisfaction. Regularly reports these metrics to senior management, providing insights and recommendations for strategic decisions and improvements in customer support operations. Other duties, as assigned.

Conditions of employment

• For conditions of employment and citizenship requirements, please visit the job announcement on the United States Senate Career Page at https://sen.gov/YO0NL.

Qualifications

Required Work Experience

• Diploma with 3-5 years of relevant work experience.
• Bachelor's degree with 2-4 years of relevant work experience.
• Master's degree with 1-3 years of relevant work experience.

Required Special Skills/ Knowledge

• As part of our hiring process, we may conduct a skills assessment to better understand an applicant’s proficiency in key areas relevant to the role.
• Fundamental relationship building skills with diverse teams and stakeholders.
• Basic to intermediate oral and written communication skills.
• Ability to empathize and manage emotions in a customer support context.
• Introductory analytical and problem-solving skills.

Desired Qualifications

1. Experience

• 3+ years of customer service experience in the Senate preferred.
• Proven track record of handling escalated customer issues effectively.

2. Technical Skills

• Proficiency with ServiceNow ticketing.
• Strong Microsoft Office skills (especially Teams for communication and Excel for reporting and tracking).
• Ability to provide demonstrations of supported CIO technologies.

3. Communication Skills

• Excellent verbal and written communication skills.
• Ability to handle difficult conversations and de-escalate conflicts.
• Strong listening skills to accurately capture customer needs and issues.

4. Problem-Solving and Decision-Making

• Proven ability to think critically and resolve complex customer issues.
• Demonstrated ability to exercise sound judgment under pressure.
• Aptitude for making quick, data-informed decisions.

5. Leadership and Mentorship

• Experience training or mentoring junior team members.
• Strong interpersonal skills to lead by example and foster team morale.
• Ability to provide constructive feedback to team members.

6. Customer-Centric Mindset

• Demonstrated commitment to delivering high-quality customer experiences.
• Ability to empathize with customers and anticipate their needs.
• Passion for continuous improvement in customer satisfaction.

7. Adaptability and Resilience

• Ability to thrive in a fast-paced, high-stress environment.
• Willingness to adapt to new systems, processes, and policies.
• Strong organizational skills to handle multiple cases or inquiries at once.

8. Analytical Skills

• Proficiency in data analysis to track performance metrics (KPIs).
• Ability to identify trends in customer feedback and suggest improvements.
• Experience preparing reports on customer service metrics or performance.

Working Conditions

• This position directly supports essential services of the U.S. Senate. As such, this position requires the employee be available and prepared to work during government shutdowns, in inclement weather, on holidays, weekends, and during late nights to ensure essential services to the Senate continue without Revised 10/21/2024 interruption. In the context of government furloughs, this position is considered excepted.
• No exceptional physical demands.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application will be evaluated by a panel on the quality and extent of your total accomplishments, experience, and education. Highly qualified candidates may be interviewed and a reference check conducted.

• Your resume should include relevant work experience, applicable education and your contact information. For current or previous federal employees, include the pay plan, series and grade.

Subject to background/security investigation.

Next steps