USPTO Customer Support Specialist: Frontline Help & CRM

Omniscius Consulting; Ashburn (VA); On-site; USD 36,000 - 52,000; Full time

Job summary

Omniscius Consulting seeks a Customer Service Representative to support the United States Patent and Trademark Office. The CSR provides front-line assistance on USPTO programs, services, products, procedures, MyUSPTO accounts, and website-related issues.

The role researches inquiries using approved resources, maintains accurate interaction records, and may operate onsite at a government or contractor facility. It requires strong communication and CRM proficiency.

Qualifications

• High school diploma or equivalent.
• At least 1 year of customer service experience (phone and/or email).
• Effective verbal and written communication skills.
• Proficiency with standard office software and CRM systems.
• Ability to research inquiries and maintain detailed records.
• Must be U.S. citizen or have legal status and reside in the U.S. for 2+ years.
• Ability to pass a federal background check and obtain Public Trust.

Responsibilities

• Answer calls and respond to inquiries about USPTO services.
• Respond to emails using templates.
• Assist customers with MyUSPTO account access and MFA.
• Research inquiries using USPTO resources and references.
• Direct customers to online information and resources.
• Document interactions in CIP-CC CRM.
• Process voicemail, mail requests, and returns.
• Escalate unresolved inquiries to Tier 2 support.
• Maintain compliance with quality standards and procedures.
• Participate in training and knowledge sharing activities.
• Support virtual agent and AI-enabled customer service enhancements.

Skills

Customer service

Verbal/Written comms

Data entry

CRM systems

Education

High school diploma

Tools

CRM systems

Office apps

Job description

Omniscius Consulting seeks a Customer Service Representative to support the United States Patent and Trademark Office. The CSR provides front-line assistance on USPTO programs, services, products, procedures, MyUSPTO accounts, and website-related issues.

The role researches inquiries using approved resources, maintains accurate interaction records, and may operate onsite at a government or contractor facility. It requires strong communication and CRM proficiency.