Customer Service Representative

Full Job Description

Are you up for an exciting challenge of working as a Customer Service Representative? If so this job is for you.

This position can jumpstart your career by learning about an agency that celebrates, supports and thrives on building intellectual property and experience and what it's like to work at the United States and Patent Trademark Office (USPTO) in the Office of Patents Stakeholder Experience, Stakeholder Support Division.

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position.

You must meet all eligibility and qualifications requirements by the closing date of the job announcement.

OPM Qualifications Standards are available at General Schedule Qualification Standards (opm.gov) Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-06.

Specialized experience for this position includes: Experience communicating with a diverse audience; Experience applying policies and regulations; and Experience with automated database systems Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Major Duties:

The physical worksite for this position is located in Alexandria, Virginia.

Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person.

Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The individual selected for this position will...

Respond to a variety of telephone, voicemail and email inquiries pertaining to patent examination and patent application regulations, rules and procedures by providing information to the United States Patent Trademark Office (USPTO) personnel and the public.

Provide technical information, guidance and direction to stakeholders pertaining to Patent rules and regulations governing the submission of patent application documents.

Provide stakeholders with timely and accurate responses inquiries from multiple channels by determining issues, reviewing patent rules, regulations, and procedures to accurately address issues and apply reasoning to identify, and provide stakeholders with guidance related to patent examination and patent application requirements and rules.

Doing so will trigger corrective measures for patent applications and/or thorough explanation of facts and next steps to stakeholders in a manner that is understandable to their persona and patent journey.