Customer Service Representative (CSR)

Strategic Operational Solutions•Mauldin, 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 position may be performed onsite at a Government facility or at a contractor-provided facility. The CSR answers questions about USPTO services, products, procedures, MyUSPTO accounts, and website-related issues. Representatives provide support through multiple communication channels and maintain accurate customer records in the CRM platform. They use the available knowledge base, the USPTO website, and other approved reference materials, and recommend relevant website resources. STOPSO describes itself as an ISO 9001, ISO 20000-1, and ISO 27001 certified, CMMI-SVC Level 2 appraised IT Services and Solutions company. Its environment is described as cutting-edge and rewarding, with ongoing learning, knowledge sharing, and employee recognition.

Requirements

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.
Pass a federal background investigation and obtain a Public Trust.
Have 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.
Have a high school diploma or equivalent.
Have experience with telephone or email-based customer support.
Have strong verbal and written communication skills.
Be proficient with standard office applications and CRM systems.
Work a fixed shift schedule assigned at hire based on operational needs; shifts fall Monday through Friday, 8:30 AM to 8:00 PM EST.
Present acceptable identification for customer badging and site access, such as a REAL ID-compliant driver license, U.S. Passport, or another 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.
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.