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.

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  Answer incoming telephone calls and respond to customer inquiries regarding USPTO services, products, procedures, and online resources.

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  Respond to customer emails using USPTO-approved templates and procedures.

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  Assist customers with MyUSPTO account access, password resets, and multifactor authentication (MFA).

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  Research inquiries using the USPTO website, knowledge base, and approved reference materials.

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  Direct customers to relevant online information and resources.

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  Document all customer interactions within the CIP-CC customer relationship management (CRM) platform.

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  Process voicemail, postal mail, and returned mail requests.

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  Escalate unresolved inquiries to the appropriate Tier 2 support organizations.

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  Maintain compliance with quality standards and established customer service procedures.

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  Participate in training, coaching, and knowledge-sharing activities.

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  Support virtual agent and AI-enabled customer service enhancements.

• 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.

• 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.

• 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.