Customer Service Specialist - #196294

US Senate


Date: 06/08/2022 04:00 AM

City: Washington, District of Columbia

Salary: $57,661 - $86,498 / year

Contract type: Full Time

Work schedule: Full Day

Duties


Work includes explaining service rules, regulations, and procedures; reviewing incoming work order requests; providing quality checks of completed work and providing related assistance to the customer. Work requires considerable accuracy in reviewing work order requirements to prevent processing mistakes as well as extensive contact with Senate offices and skill at managing customer requests. Work is performed under the general supervision of an immediate lead worker and manager, and is reviewed for quality and quantity of work performed and adherence to policies and procedures.

Responsibilities



  • Explains services, policies, procedures, rules and regulations and provides necessary assistance to customers in initiating their service requests; researches job status as requested by customers.

  • Creates work orders for customers; verifies work order information for completeness; reviews requested completion times and forwards work order to proper processing area.

  • Communicates with production supervisory staff to coordinate the processing of rush work orders and requests.

  • Communicates regularly with customer; notifies customers of completion of proofs and/or work order requests.

  • Assists in providing quality checks and maintaining efficient workflow.

  • Maintains manual and electronic records and/or production logs to track work orders; reviews production shift summary reports and completed work orders for accuracy; participates in work generation at the Customer Service counter and records documentation.





Requirements


Conditions of Employment


https://www.senate.gov/reference/office/sergeant_at_arms.htm.



Qualifications



Work requires a high school diploma (or GED), and at least two years of relevant experience in customer service: or any equivalent combination of education and experience that provides the following knowledge, abilities and skills:

  • Knowledge of, or the ability to learn, services provided by SAA Printing, Graphics and Direct Mail (PGDM).

  • Knowledge of, or the ability to learn, PGDM section workflows.

  • Knowledge of, or the ability to learn, departmental rules, regulations, procedures and functions, including policies and regulations set by the Senate Rules Committee and the Senate Committee on Ethics.

  • Knowledge of office equipment, computers and relevant software/Web applications, and spreadsheets and databases.

  • Ability to prepare and maintain records and reports.

  • Ability to establish and maintain effective working relationships with Senate staff and resolve customer problems.

  • Ability to communicate effectively.





Education


Please read the "Qualifications" section.





  • Benefits




    Review our benefits






How You Will Be Evaluated



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


Please read the "Next steps" section for more information.






  • Benefits




    Review our benefits


  • Required Documents



    As 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.


    All required documents will be outlined in the application instructions.



    If 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 Apply




    All applicants must use the link below and follow instructions.

    https://sen.gov/X09L or (https://oampublic.senate.gov/constituent/login/9eea1f68-20d5-4116-a414-5248376cf510/).

    DO NOT submit any paper application materials or resumes via U.S. Postal Mail or in person. All applicants MUST use the online employment application.




    Agency contact information


    Human Resources




    Email

    employment@saa.senate.gov




    Address



    US Senate, Sergeant at Arms


    Human Resources


    Washington, DC 20510


    US




    Next steps



    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. Qualified candidates will be contacted via phone or email.



  • Fair and Transparent



    The Federal hiring process is setup to be fair and transparent. Please read the following guidance.



    • Equal Employment Opportunity (EEO) Policy
    • Reasonable accommodation policy
    • Financial suitability
    • Selective Service
    • New employee probationary period
    • Signature and false statements
    • Privacy Act
    • Social security number request




Required Documents



All required documents will be outlined in the application instructions.



If 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.









Help

This job is open to





  • The public


    U.S. Citizens, Nationals or those who owe allegiance to the U.S.


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