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. This job is open to The public U.S. Citizens, Nationals or those who owe allegiance to the U.S. 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 Experience Three to five years of customer service, call center and/or switchboard 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. 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 Qualifications Previous 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 Conditions Since 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 SAARecruitment@saa.senate.gov 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. 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. 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 window Learn 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. 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. Required Documents 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. 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 apply for jobs online using this link: https://sen.gov/YO0NL. Paper application materials, resumes and attachments that are sent via email, mail or brought in-person will not be considered or accepted. All applicants MUST attach their documents to the online employment application. Agency contact information Email SAARecruitment@saa.senate.gov Address U.S. Senate Sergeant at Arms US. Senate Capitol Office Building Washington, DC, Washington, DC 20001 Next steps Qualified candidates will be contacted directly. Senate The Office of the Sergeant at Arms (SAA) is the largest in size of staff and budget in the Senate. It is responsible for all Senate computers and technology support services, recording and photographic services, printing and graphics services, and telecommunications services. The SAA also provides assistance to all Senate offices with their staffing, mailing, purchasing, and financial needs. The offices of the SAA that are responsible for providing these and other services include Capitol Facilities, the Operations Division, Customer Relations, Financial Operations, Human Resources, and Information Security. The SAA also shares responsibility for the U.S. Capitol Police, the Senate Page Program, the Senate Office of Training and Development, and the Capitol Telephone Exchange. The Sergeant at Arms is an excepted service agency. Employment with the Sergeant at Arms does not confer the "Competitive Status" that generally results from selection and service in Competitive Service agencies. Agency contact information Email SAARecruitment@saa.senate.gov Address U.S. Senate Sergeant at Arms US. Senate Capitol Office Building Washington, DC, Washington, DC 20001