Customer Service Representative (CSR)

Omniscius Consulting • Ashburn, VA

2d

About The Position

The Customer Service Representative (CSR) supports the United States Patent and Trademark Office (USPTO) as a front-line contact for public inquiries. The role provides accurate, efficient, and courteous assistance about USPTO programs, services, products, procedures, MyUSPTO accounts, and website-related issues. Support is delivered through multiple communication channels, and the CSR researches inquiries using approved resources and maintains accurate interaction records. The position may be performed onsite at a Government facility or a contractor-provided facility.

The CSR handles telephone and email inquiries, assists with MyUSPTO account access and multifactor authentication, processes voicemail and mail requests, and escalates unresolved issues to Tier 2 support. The role also involves documenting customer interactions in the CIP-CC CRM platform, following established quality and customer service procedures, participating in training and coaching, and supporting virtual agent and AI-enabled customer service enhancements. Work is Monday through Friday on a fixed shift assigned at hire within contact center operating hours of 8:30 AM–8:00 PM Eastern Time.

Requirements

• High school diploma or equivalent.
• At least one year of customer service experience, including telephone and/or email 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 a U.S. citizen or have official legal status in the United States and have continuously resided in the United States for the last two years.
• 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.

Nice To Haves

• 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.

Responsibilities

• Answer incoming telephone calls and respond to inquiries about 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 customer interactions in the CIP-CC customer relationship management (CRM) platform.
• Process voicemail, postal mail, and returned mail requests.
• Escalate unresolved inquiries to 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED