Constituent Service Representative
The United States Senate is seeking a compassionate and detail-oriented Constituent Service Representative to assist Maryland residents with federal agencies. This role focuses on providing exceptional constituent service, managing casework, and ensuring effective communication with constituents and federal agencies.
Responsibilities
- Assist Marylanders navigating federal agencies, specifically immigration and Social Security
- Open and manage case files in office database; track every action and communication. Submit timely, well-documented inquiries to agency liaisons on behalf of constituents
- Draft and send professional case updates, letters, and closure correspondence
- Serve as a point of contact between constituents and relevant federal agencies
- Learn and follow each agency’s protocol for congressional inquiries
- Follow up persistently on open cases and escalate when needed
- Build strong, professional relationships with agency contacts to improve responsiveness and outcomes
- Provide a response to every new constituent request within 24 hours
- Submit all complete inquiries within 48 work hours of receiving the privacy release and supporting documents
- Keep constituents updated at key milestones and every 30 days thereafter
- Ensure all interactions are professional, empathetic, and solution oriented
- Collaborate with teammates to ensure high-quality service during vacations, transitions, or spikes in case volume
- Refer non-federal matters appropriately and document them accordingly
- Ensure your work is accessible and transparent to the team
Skills
- Spanish fluency or professional proficiency (written and spoken) required
- Strong writing, communication, and organizational skills
- Ability to maintain professional detachment while showing empathy and care
- Attention to detail and a methodical approach to documentation and follow-through
- Sound judgment and discretion, especially with sensitive personal information
- Comfort working independently in a fast-paced, high-trust environment
- Familiarity with casework tracking systems (IQ) is a plus
- Knowledge of federal agencies, Maryland communities, and constituent service is helpful—but not required
Company Overview