TM Information Specialist

Full Job Description

This position serves as a Trademark Information Specialist within the Trademark Assistance Center, providing customer support and analytical services related to trademark processes and systems.

The incumbent responds to inquiries, analyzes customer data, identifies trends and systemic issues, and provides technical guidance on trademark procedures to support operational improvements and effective customer service.

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 Administrative and Management Positions.

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. GS-09 For this position, the next lower grade level is a GS-07.

Specialized experience for this position includes: Experience assisting in the identification of procedural issues. Experience assisting in the resolution of customer problems, correspondence, etc.

using Microsoft Office Word and Excel. Experience providing customer service in a call center infrastructure advising and assisting the general public with general or routine questions.

GS-11 For this position, the next lower grade level is a GS-09.

Specialized experience for this position includes: Experience implementing contact center standards practices, including automated, telephony, customer information captures tools, and/or customer relationship management systems.

Experience providing administrative and technical guidance to external customers utilizing state of the art call center computer-telephony systems.

Experience applying analytical and evaluative methods and techniques to identify, research, and resolve difficult issues and problems.

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 agency currently allows for 52 hours of telework per calendar year.

This is the ideal position for your next career step as a TM Information Specialist if: You enjoy providing stellar customer service and customer experience supporting a call center environment.

You are interested in furthering your expertise and knowledge serving as an analyst for public customer support regarding procedural processes.

You look forward to strengthening your ability to compile, sort and extract customer relationship data by use of computer-telephony integration technologies.

You look forward to demonstrating your skills in identifying and resolving problems utilizing evaluative methods to recommend solutions and/or operational improvements to management.