The Senate Sergeant at Arms is seeking a Customer Service Specialist. 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.
Required Work Experience At least two years of relevant experience in customer service. 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, 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. Desired Qualifications Demonstrated customer service experience, preferably within a production, printing, or other service-oriented environment. Knowledge of print terminology, including concepts such as bleed, CMYK, DPI, proofing standards, and print-ready files. Willingness and ability to learn new printing technologies, products, and workflows as processes evolve. Strong problem-solving skills, with experience addressing customer concerns, identifying root causes, and proposing effective, timely solutions. Proficiency in Microsoft Office, with a strong emphasis on Outlook for communication and coordination. Working knowledge of Adobe Creative Suite, particularly Acrobat and InDesign, to review files and support print production processes. Excellent verbal and written communication skills, with the ability to explain processes, timelines, and service options clearly, professionally, and confidently. Proven ability to manage multiple requests simultaneously while maintaining accuracy, organization, and attention to detail. Comfort collaborating with internal teams to coordinate services, resolve issues, and meet tight deadlines. Ability to interpret customer needs and translate them into clear, well-documented service requests and production instructions. Exceptional organizational and prioritization skills, especially in a fast-paced, high-volume environment. A customer-focused mindset, with a commitment to delivering high-quality service and building trusted, professional working relationships. Demonstrated customer service experience, preferably within a production, printing, or other service-oriented environment. 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 government shutdowns, 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 government shutdowns, 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. 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.
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 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.