Customer Service Representative (CSR)

Strategic Operational Solutions•Greenville, SC

About The Position

Strategic Operational Solutions (STOPSO) is seeking a Customer Service Representative (CSR) to serve as a front-line customer service connection for the organization, responding to public inquiries about Government programs and services. The contact center aims to provide accurate, efficient, and courteous responses. The role may be performed onsite at a Government facility or at a contractor-provided facility. The position supports inquiries about USPTO services, products, procedures, MyUSPTO accounts, and website-related issues through multiple communication channels, while maintaining accurate records in the CRM platform.

Requirements

Must be a U.S. citizen or have official legal status in the United States and have continually resided in the United States for the last two years.
Must be able to pass a federal background investigation and obtain a Public Trust.
At least one year of customer service experience, including phone and/or email contact center experience, data entry, contact center problem logging, Automatic Call Distribution (ACD) telephone systems, and face-to-face customer service experience.
High school diploma or equivalent.
Experience with telephone- or email-based customer support.
Strong verbal and written communication skills.
Proficiency with standard office applications and CRM systems.
Must be able to present acceptable identification for customer badging and site access, such as a REAL ID-compliant driver license, U.S. Passport, or other approved document.

Nice To Haves

Contact center experience.
Knowledge of USPTO products and services.
MFA and account management support experience.
Customer-focused problem-solving skills.

Responsibilities

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.
Recommend resources available on the website.
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.