About the role
Our client is seeking a Customer Service Representative (CSR) to support the United States Patent and Trademark Office (USPTO). This position serves as a front-line connection for public inquiries, providing accurate, efficient, and courteous assistance regarding USPTO programs, services, products, procedures, MyUSPTO accounts, and website-related issues.
The CSR provides support through multiple communication channels, researches inquiries using approved resources, and maintains accurate customer interaction records. This position may be performed onsite at a Government facility or a contractor-provided facility.
Essential Duties and Responsibilities
* Answer incoming telephone calls and respond to customer inquiries regarding USPTO services, products, procedures, and online resources.
* Respond to customer emails using USPTO-approved templates and procedures.
* Assist customers with MyUSPTO account access, password resets, and multifactor authentication (MFA).
* Research inquiries using the USPTO website, knowledge base, and approved reference materials.
* Direct customers to relevant online information and resources.
* Document all customer interactions within the CIP-CC customer relationship management (CRM) platform.
* Process voicemail, postal mail, and returned mail requests.
* Escalate unresolved inquiries to the appropriate Tier 2 support organizations.
* Maintain compliance with quality standards and established customer service procedures.
* Participate in training, coaching, and knowledge-sharing activities.
* Support virtual agent and AI-enabled customer service enhancements.
Required Qualifications
* High school diploma or equivalent.
* Minimum of one (1) year of customer service experience, including telephone and/or email-based support, data entry, contact center problem logging, Automatic Call Distribution (ACD) telephone systems, and face-to-face customer service.
* Strong verbal and written communication skills.
* Proficiency with standard office applications and CRM systems.
* Ability to research inquiries, communicate accurate information, and maintain detailed customer records.
* Must be either a U.S. citizen or have official legal status in the United States and must have continuously resided in the United States for the last two (2) years. In accordance with 8 U.S.C. 1324b(a)(2)(C), candidates who do not meet these conditions will not be considered.
* Ability to pass a federal background investigation and obtain a Public Trust determination.
* Ability to present acceptable identification for customer badging and site access, such as a REAL ID-compliant driver’s license, U.S. passport, or other approved document.
* Availability to work an assigned fixed shift within the contact center’s operating hours.
Desired Qualifications
* Experience in a contact center environment.
* Knowledge of USPTO products and services.
* Experience supporting MFA and customer account management.
* Strong customer-focused problem-solving skills.
Work Schedule
* Monday through Friday.
* Contact center operating hours: 8:30 AM–8:00 PM Eastern Time.
* A fixed shift will be assigned at the time of hire based on operational needs.