Customer Service Representative (CSR)

Omniscius Consulting • Greenville, SC

2d

About The Position

The Customer Service Representative (CSR) supports the United States Patent and Trademark Office (USPTO) as a front-line point of contact for public inquiries. The role provides accurate, efficient, and courteous assistance regarding 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 while maintaining accurate customer 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 account access and authentication, documents interactions in the CIP-CC customer relationship management platform, and processes voicemail and mail requests. The CSR also escalates unresolved matters, follows established quality and service procedures, participates in training and coaching, and supports virtual agent and AI-enabled customer service enhancements. Work is Monday through Friday, with a fixed shift assigned 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-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 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 another 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 customer inquiries regarding 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 all customer interactions in the CIP-CC customer relationship management (CRM) platform.
• Process voicemail, postal mail, and returned mail requests.
• Escalate unresolved inquiries to the 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