Job Description

Job Summary:

As Customer Service Representative I, you will answer general questions from callers using the available knowledge base, USPTO website, or other reference material and recommend resources available on the USPTO website. You will assist with MyUSPTO account issues (including password resets) and other website systems related support calls. You may also mail applicable standard printed materials to the caller or refer the caller to a local Patent & Trademark Resource Center (PTRC) for additional assistance.

Job Responsibilities:

• Process incoming postal mail, including printing mailing labels, and handle incoming returned mail onsite at the USPTO Alexandria Office.
• Answer incoming calls and retrieve voicemails, ensuring that calls are answered in a timely manner in alignment with established Performance Metrics.
• Transfer customers to appropriate secondary call centers as needed.
• Respond to all incoming facsimiles.
• Review and respond to incoming e-mails regarding patents, trademarks, publications, data quality, and products and services that have been sent to the general mailbox. Use knowledge base of pre-approved responses to answer inquiries or requests consistently and accurately, in alignment with established Performance Metrics.
• Send appropriate general information publications.
• Use the Customer Contact Management System to track and enter detailed information of all inquiries/requests received including steps taken to resolve any problems encountered, in alignment with established Performance Metrics for Service Requests.

Qualifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), employer will not consider candidates for this position who do not meet the aforementioned conditions.
• Demonstrate at least one (1) 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.
• Ability to provide courteous and professional interactions with customers.
• Experience using a knowledgebase.
• Effective listening and oral communication skills.
• Must be able to speak, read and write in fluent English.
• Must be proficient with using software or web-based databases on a laptop or PC as well as various e-mail platforms.

Other:

• Must be able to pass federal background investigation and obtain a Public Trust.
• Must be located within 50 miles or less of the USPTO Alexandria Office. This position requires presence at office location (NO REMOTE WORK).

Physical Demands and Working Conditions:

Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard and other computer components.
• Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
• The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
• Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
• Mental aptitude to respond appropriately in high?pressure situations or deadline?driven environments.
• Maintain a professional emotional response when working with others.

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