is seeking Customer Service Representatives (CSRs) to provide professional customer support services in a fast-paced contact center environment. The CSR will assist customers by answering general inquiries, resolving account-related issues, and providing guidance on available resources, products, and services.
Key Responsibilities
- Answer incoming calls and retrieve voicemails, ensuring all calls are addressed the same business day
- Assist callers with general inquiries using approved knowledge bases, websites, and reference materials
- Support customers with account-related issues, including password resets and website navigation assistance
- Transfer customers to appropriate secondary call centers when necessary
- Respond to incoming facsimiles and email inquiries regarding patents, trademarks, publications, products, services, and data quality
- Utilize pre-approved knowledge base responses to ensure consistent and accurate communication
- Send appropriate informational publications and materials to customers
- Refer callers to local resource centers for additional assistance when appropriate
- Accurately document all customer interactions, inquiries, and resolution steps within the Customer Contact Management System
- Maintain professionalism and provide courteous customer interactions at all times
Minimum Qualifications
- Must be a U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years in accordance with 8 U.S.C. 1324b(a)(2)(C)
- Must be able to pass a federal background investigation and obtain a Public Trust clearance
- Minimum of one (1) year of customer service experience, including:
- Phone and/or email contact center support
- Data entry
- Contact center problem logging
- Automatic Call Distribution (ACD) telephone systems
- Face-to-face customer service
- Experience utilizing knowledge base systems
- Strong listening, verbal communication, and interpersonal skills
- Ability to speak, read, and write fluent English
- Proficiency using software applications, web-based databases, email platforms, and PC/laptop systems
Preferred Skills & Competencies
- Strong organizational and multitasking abilities
- Ability to work effectively in a structured call center environment
- Attention to detail and accurate documentation skills
- Ability to handle high-volume customer interactions professionally and efficiently
Work Schedule
- Fixed shift schedules are assigned at the time of hire based on operational needs
- Operating hours are Monday through Friday, 8:30 AM to 8:00 PM EST
