Customer Service Representative (CSR)

As a Customer Service Representative (CSR), you will answer general questions from callers using the available knowledge base, the organization's website, or other reference material and recommend resources available on website. You are responsible for responding to public inquiries regarding USPTO services, products, procedures, MyUSPTO accounts, and website-related issues. Representatives provide professional customer support through multiple communication channels while maintaining accurate records within the CRM platform.

In this position you will:

• Answer incoming telephone calls and customer inquiries.
• Respond to emails using USPTO-approved templates and procedures.
• Assist customers with MyUSPTO account access, password resets, and MFA support.
• Research and provide information using the USPTO website, knowledge base, and approved reference materials.
• Document all customer interactions within CIP-CC.
• Process voice mail, postal mail, and returned mail requests.
• Escalate unresolved inquiries to appropriate Tier 2 support organizations.
• Maintain adherence to quality standards and customer service procedures.
• Participate in training, coaching, and knowledge-sharing activities.
• Support virtual agent and AI-enabled customer service enhancements.