Customer Service Representative (CSR)

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Customer Service Representative role that serves as the front-line customer service connection for the organization, responding to public inquiries about a wide range of Government programs and services. The contact center's goal is to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

As a Customer Service Representative (CSR), you will answer general questions from callers using the available knowledge base, the organization's website, or other reference material and recommend resources available on website. You are responsible for responding to public inquiries regarding USPTO services, products, procedures, MyUSPTO accounts, and website-related issues. Representatives provide professional customer support through multiple communication channels while maintaining accurate records within the CRM platform.

In this position you will:

• 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.

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), we will not consider candidates for this position who do not meet the aforementioned conditions
• Must be able to pass federal background investigation and obtain a Public Trust
• 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

• High school diploma or equivalent.
• Minimum one (1) year customer service experience.
• Experience with telephone or email-based customer support.
• Strong verbal and written communication skills.
• Proficiency with standard office applications and CRM systems.

• A fixed shift schedule will be assigned at the time of hire based on operational needs. All shifts fall within operating hours of Monday through Friday, 8:30 AM to 8:00 PM EST
• 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.

Desired Skills:

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