Federal Customer Support Specialist

Omniscius Consulting; Greenville (SC); On-site; USD 22,000 - 30,000; Full time

Job summary

Omniscius Consulting is seeking a Customer Service Representative (CSR) to support the United States Patent and Trademark Office (USPTO). The role serves as the front-line contact for public inquiries, delivering accurate, courteous assistance on USPTO programs, services, and account-related issues.

The CSR will handle multi-channel inquiries, update CRM records, and escalate complex cases to Tier 2. Must be U.S.

Qualifications

• Strong verbal and written communication skills.
• Minimum of one year of customer service experience including telephone and/or email support.
• Proficiency with standard office applications and CRM systems.
• Ability to research inquiries and maintain detailed customer records.
• U.S. citizen or have official legal status in the United States and residency for the last two years.

Responsibilities

• Answer calls and respond to inquiries about USPTO services, products, procedures, and online resources.
• Respond to customer emails using USPTO templates and procedures.
• Assist customers with MyUSPTO account access, password resets, and MFA.
• Research inquiries using USPTO resources and approved materials.
• Document customer interactions in the CIP-CC CRM platform.
• Escalate unresolved inquiries to Tier 2 support.

Skills

Communication

Customer service

Research skills

CRM systems

Data entry

Education

High school diploma

Tools

Office software

CRM systems

Job description

Omniscius Consulting is seeking a Customer Service Representative (CSR) to support the United States Patent and Trademark Office (USPTO). The role serves as the front-line contact for public inquiries, delivering accurate, courteous assistance on USPTO programs, services, and account-related issues.

The CSR will handle multi-channel inquiries, update CRM records, and escalate complex cases to Tier 2. Must be U.S.