Job Description

is seeking Customer Service Representatives (CSRs) to provide professional customer support services in a fast-paced contact center environment. The CSR will assist customers by answering general inquiries, resolving account-related issues, and providing guidance on available resources, products, and services.

Key Responsibilities

• Answer incoming calls and retrieve voicemails, ensuring all calls are addressed the same business day
• Assist callers with general inquiries using approved knowledge bases, websites, and reference materials
• Support customers with account-related issues, including password resets and website navigation assistance
• Transfer customers to appropriate secondary call centers when necessary
• Respond to incoming facsimiles and email inquiries regarding patents, trademarks, publications, products, services, and data quality
• Utilize pre-approved knowledge base responses to ensure consistent and accurate communication
• Send appropriate informational publications and materials to customers
• Refer callers to local resource centers for additional assistance when appropriate
• Accurately document all customer interactions, inquiries, and resolution steps within the Customer Contact Management System
• Maintain professionalism and provide courteous customer interactions at all times

Minimum Qualifications

• 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 in accordance with 8 U.S.C. 1324b(a)(2)(C)
• Must be able to pass a federal background investigation and obtain a Public Trust clearance
• Minimum of one (1) year of customer service experience, including:
  • Phone and/or email contact center support
  • Data entry
  • Contact center problem logging
  • Automatic Call Distribution (ACD) telephone systems
  • Face-to-face customer service
• Experience utilizing knowledge base systems
• Strong listening, verbal communication, and interpersonal skills
• Ability to speak, read, and write fluent English
• Proficiency using software applications, web-based databases, email platforms, and PC/laptop systems

Preferred Skills & Competencies

• Strong organizational and multitasking abilities
• Ability to work effectively in a structured call center environment
• Attention to detail and accurate documentation skills
• Ability to handle high-volume customer interactions professionally and efficiently

Work Schedule

• Fixed shift schedules are assigned at the time of hire based on operational needs
• Operating hours are Monday through Friday, 8:30 AM to 8:00 PM EST