Capitol Telephone Exchange Operator #299

Summary The Senate Sergeant at Arms is seeking a [insert Job Title]. The complete vacancy announcement and application can be found on the United States Senate Career Page at https://sen.gov/1VNZQ. This vacancy announcement closes at 7pm EST on the closing date. Late applications will not be accepted. Learn more about this agency Duties Answers a high volume of incoming calls from a variety of callers, including Members of Congress, staff, constituents, the White House, Cabinet Members, diplomats, and other intergovernmental agencies; courteously determines callers’ needs and provides requested information or redirects caller to the requested or appropriate office or agency. Provides immediate, round-the-clock switchboard service to Members of Congress; provides connection, information or callbacks as required while maintaining high levels of diplomacy, confidentiality, customer service and efficiency. Reports database discrepancies, equipment malfunction and threatening or disruptive calls. Maintains service levels within the office metrics, while providing outstanding customer service, for incoming calls. Successfully meets and maintains weekly individual performance goals. Assist with contingency operations by understanding and following the Senate Contingency Program Emergency Re-Call procedures by correctly answering and transferring randomly conducted test calls. Other duties as assigned. Requirements 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 ExperienceThree to five years of customer service, call center and/or switchboard experience.Required Special Skills/ KnowledgeAs 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. Knowledge of various systems, software, and equipment in use in a call center environment. Ability to display a high degree of tact and professionalism with customers and coworkers. Ability to memorize the names of House and Senate members to efficiently process phone calls. Ability to quickly identify threatening calls to route to the appropriate law enforcement agency. Ability to maintain the confidentiality of members’ personal and professional contact information.Desired QualificationsPrevious experience with inbound customer service, call center operations, or telecommunications preferred.Strong verbal communication and active listening skills.Ability to handle high call volumes with accuracy and composure.Excellent organizational skills and attention to detail.Ability to work under pressure in a fast-paced environment.Successful candidates will need basic proficiency with Microsoft Office products, including Word, Excel, Outlook, and Teams.Sound judgment and discretion when handling sensitive information.Working ConditionsSince this position requires onsite presence in support of the U.S. Senate when in session, this position requires the employee to be available and prepared to work during a lapse, in inclement weather, on holidays, and during late night, overnight, and weekend sessions. In the context of government furloughs, this position is considered excepted. 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 a lapse, in inclement weather, on holidays, weekends, and during late nights to ensure essential services to the Senate continue without interruption. In the context of government furloughs, this position is considered excepted. This position may require on-site attendance for departmental meetings and organizational priorities. The person in this position needs to be able to sit/ stand for an extended duration. Education High School Diploma, GED. Additional information The Sergeant at Arms is an equal opportunity employer in accordance with the requirements of Senate rules, regulations, and applicable Federal Laws. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. Decisions to grant reasonable accommodations will be determined on a case-by-case basis. Please email [email protected] with “Applicant Accommodation” in the subject line. No moving, relocation or pre-employment travel expenses will be paid for this position, or while in application for this position. Expand Hide  additional information Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.