Customer Service Representative (CSR)
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.