Multi-Channel Customer Service Rep: CRM & Knowledge Base

Celestial Innovative Solutions LLC; Greenville (SC); On-site; USD 32,000 - 42,000; Full time

Job summary

Celestial Innovative Solutions LLC seeks a Customer Service Representative to support USPTO inquiries across phone, email, and web resources. You will use knowledge bases, the website, and reference materials to assist the public, while updating records in the CRM and routing complex issues to Tier 2.

This role requires US citizenship or valid status, a minimum of one year in customer service, and strong verbal and written communication skills.

Qualifications

• Minimum one year of customer service experience, including phone or email contact center work.
• Experience with data entry and CRM systems.
• Strong verbal and written communication skills.

Responsibilities

• 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.

Skills

Customer service experience

Phone support

Email support

CRM systems

Data entry

Verbal communication

Education

High school diploma or equivalent

Tools

CRM systems

ACD telephone systems

Job description

Celestial Innovative Solutions LLC seeks a Customer Service Representative to support USPTO inquiries across phone, email, and web resources. You will use knowledge bases, the website, and reference materials to assist the public, while updating records in the CRM and routing complex issues to Tier 2.

This role requires US citizenship or valid status, a minimum of one year in customer service, and strong verbal and written communication skills.