Customer Advocate

Washington, D.C
May 24, 2022
May 26, 2022
Full Time

This position is located 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 Customer Advocate.

Key responsibilities include creating positive, long-term relationships with customers; conducting regular outreach visits; satisfying customer requests or working to determine the proper routing to satisfy those requests; proactively following up with customers to ensure effective issue resolution; effectively marketing CAO and House solutions; and maintaining and updating records, including a master customer list.


• Creates 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 Member Offices in D.C. and in district offices across the nation to educate customers on CAO and House solutions; focuses on consultative interactions with customers to anticipate immediate and future service and product needs.
• Actively liaisons with both the customer and internal CAO staff to provide in-depth support and guidance, facilitate effective workflow and objectives, and ensure solutions positively impact the customer experience.
• Independently gathers, reconciles, and interprets data/information using various techniques and sources; extracts pertinent details.
• Works with the Communications and Marketing team to market CAO services to customers and promote the CAO brand. Works with Customer Experience Center management team to ensure an organizational culture that is customer-centric.
• 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.
• Accurately determines the length and complexity of tasks; provides stakeholders and customers with up-to-date information when requested.
• Assists with complex customer requests to either satisfy the request or determine the proper workflow routing for the work request. Partners with other CAO departments to coordinate comprehensive efforts to meet customer needs; follows up with customers and teammates to ensure effective resolution of customer requests.
• Works with other CAO service delivery teams to ensure net positive results on customer experience.
• Maintains master customer lists for the CAO organization to leverage; keeps lists current and accurate and develops a process to create new lists as needed.
• Identifies and analyzes all incoming work requests to provide continual and proactive areas for improvement or enhancement of service delivery. Monitors customer satisfaction metrics.
• Identifies and understands communication challenges; recommends strategic solutions.
• Compiles and/or generates reports; provides timely information for management, stakeholders, and customers.
• Assists supervisor/manager with planning and executing activities; monitors schedules and communicates delays and resolves conflicts as needed.
• Participates in customer advisory boards, briefings, and special meetings to bring customer-centric knowledge, data, and recommendations to CAO teams tasked with improving customer experience. Informs Customer Experience Center management of any recommended or required changes to services, processes, or experiences.
• Proactively monitors all CAO work requests related to assigned customers with a view towards proactive escalation of requests as needed to ensure timely and satisfactory results.
• Establishes, maintains, and updates policies and procedures as necessary.
• Oversees the scheduling and coordination of logistics for meetings, events, etc. as needed.


Conditions of Employment

  • USAJobs Conditions of Employment


• Ability to develop effective relationships with internal and external solutions delivery partners and manage relationships to achieve strategic and customer solution goals.
• Knowledge and understanding of CAO services and solutions and all relevant House Rules, Committee, and CAO policies and procedures, including Customer Experience Standards.
• Ability to provide customer outreach, advocacy, and consultation.
• Ability to assess, measure, and analyze organizational performance in a complex change-driven environment.
• Knowledge of the importance of metrics and organizational change.
• Ability to collect and manage data and records, prepare reports, and prepare and deliver presentations.
• Ability to learn quickly in a fast-paced, change-driven, customer-centric environment.
• Knowledge of and ability to apply change management, sales, and marketing techniques.
• Ability to facilitate, triage, and coordinate work requests, activities, and meetings.
• Ability to maintain composure and apply discretion in communications and interactions with coworkers and customers at all levels.
• Knowledge of and ability to use Microsoft Office Suite.
• Knowledge of and ability to use work request systems.
• All employees within CAO are expected to demonstrate the following general competencies: Accountability, Adaptability, Collaboration, Communication, Customer Orientation, Knowledge of Relevant Policies, Procedures, and Processes, Priority Management, and Problem Resolution.