Customer Service Specialist

Washington, DC, United States

Customer Service Specialist #763

Department: Support Operations

Work Hours: 8:30am-5:30pm

Pay Grade Range: $61290-$107311

Remote Work Status: Onsite

FLSA Status: Non-Exempt

Posting Date Range: 6/12/2024-6/26/2024

This vacancy announcement closes at 7pm EST. Late applications will not be accepted.

JOB OVERVIEW

The Senate Sergeant at Arms (SAA) is currently seeking a highly skilled and experienced Customer Service Specialist (CSS) to join our fast-paced Printing Graphics and Direct Mail (PGDM) Customer Service team. The ideal candidate will have a strong background in the printing, graphics, and mailing industry, and will play a crucial role in providing exceptional service to our valued customers. As a CSS, your primary responsibility will be to assist Senate offices, Committees, and Support staff by effectively communicating PGDM's extensive range of services and products. This will involve explaining the various options available and addressing any queries or concerns that may arise. In addition to this, you will be responsible for initiating service requests and creating work orders for our customers. It will be essential for you to ensure that all work order information is accurate and complete, guaranteeing a seamless workflow. Exceptional communication skills are a must for this role, as you will be regularly liaising with customers to provide updates on the progress of their projects. This includes notifying them of the completion of proofs and work requests. Moreover, you will collaborate closely with our production supervisory staff to coordinate the processing of rush work orders and requests, ensuring that deadlines are met without compromising quality. By joining the PGDM team, you will become an invaluable part of our vital support system for the Senate community's Printing, Graphics, and Direct Mail needs. We greatly appreciate and value creativity, meticulous attention to detail, and a genuine passion for high-quality products materials that exceed customers' expectations.

Key Accountabilities/Essential Job Duties

Explains services, policies, procedures, rules and regulations and provides necessary assistance to customers in initiating their service requests; research 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 customers; 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. Other duties as assigned.

JOB SPECIFICATIONS

Required Education

High School Diploma or GED.

Required Work Experience

At least two years of relevant experience in customer service.

Required Special Skills/ Knowledge 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.

This position may require the incumbent to be available for sudden recall in response to emergency events affecting the Senate campus/community, which may include after-hour or weekend work, and to potentially deploy to alternate sites in support of the Senate's contingency operations.

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.

Desired Qualifications Knowledge of graphic design processes such as graphic design software, and effectively documenting customer requests and changes, ensuring accurate and efficient communication throughout the design process.

Knowledge of printing and mailing such as offset, digital, inkjet, large format, as well as understanding of postal regulations and guidelines.

Possess the ability to communicate clearly and concisely with multiple sections to ensure accurate understanding and execution of customer/job requirements.

Knowledge of utilizing Print MIS systems to generate work orders, track job progress, and manage production schedules efficiently.

USPS Practices: Understanding of the rules, regulations, and practices of the United States Postal Service (USPS) to ensure compliance and manage mailing projects effectively.

Possesses the ability to multi-task without losing focus.

Proficiency with MS Office applications such as Outlook, Word, PowerPoint, Excel, and Teams.

Graphics Application skills and experience - InDesign, Illustrator and Photoshop preferred.

Working Conditions Must be able to remain in a stationary position to operate a computer and other office productivity machinery.

The person in this position needs to occasionally move about inside the office to confer with customers and staff.

Frequently moves boxes/ equipment weighing less than 50 pounds for various needs.

CONDITIONS OF EMPLOYMENT

To be employed by a Senate employing office in a paid position in the continental United States an individual must:

1. Be a U.S. citizen;

2. Be lawfully admitted for permanent residence and seeking citizenship as outlined in 8 U.S.C. § 1324b(a)(3)(B);

3. Be (i) admitted as a refugee under 8 U.S.C. § 1157 or granted asylum under 8 U.S.C. § 1158 and (ii) have filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; or

4. Owe allegiance to the U.S. (i.e., qualify as a non-citizen U.S. national under federal law).

Employment is contingent on background / security investigation results.

BENEFITS AT-A-GLANCE

The SAA provides a highly competitive benefitspackage for all SAA staff. Our benefits extend beyond health care coverage tohelp provide employees with student loan reimbursement, professionaldevelopment, transportation subsidy, TSP/retirement savings, access to ourEmployee Assistance Program, and more! For more information regarding SAA'sbenefits, please visit https://sen.gov/OPPW.

ACCOMMODATIONS

As an Equal Opportunity Employer, the SAA is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with SAA and need special assistance or an accommodation to complete the application process, please submit your request to [email protected] email with "Accommodation" in the subject line.

VOLUNTARY SELF-IDENTIFICATION FOR VETERANS' PREFERENCE

If you are identifying as veterans' preference eligible underthe VEOA, please use this link to complete your application for Veterans' Preference AFTER you apply for this position. The link will also be available on the "Thank You" page after you have submitted your job application.

Candidates only need to apply one time for veterans' preference tobe considered for all future veterans' preference positions within the SenateSergeant at Arms. All supporting documents must ONLY be provided within the Veterans' Preference Application and within the stated deadline of the job announcement.

Late applications for veterans' preference will not be considered.

Documentation to obtain veterans' preference will not be considered if attached to the job application.

If you need to revise or resubmit your Application for Veterans' Preference/documents, please withdraw your previous Application for Veterans' Preference and resubmit. If you require assistance, please email [email protected].

mailto:[email protected]="">To view additional information regarding the VEOA, please click here.

An applicantwho declines to self-identify as a disabled veteran and/or to provideinformation and documentation regarding his/her disabled veteran's status willnot be subjected to an adverse employment action, but the individual may beruled ineligible for veterans'preference.