Customer Service Representative
Are you up for an exciting challenge of working as a Customer Service Representative? This position can jumpstart your career by learning about an agency that celebrates, supports and thrives on building intellectual property and experience and what it's like to work at the United States and Patent Trademark Office (USPTO) in the Office of Patents Stakeholder Experience, Stakeholder Support Division. Responsibilities: 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 individual selected for this position will: Respond to a variety of telephone, voicemail and email inquiries pertaining to patent examination and patent application regulations, rules and procedures by providing information to the United States Patent Trademark Office (USPTO) personnel and the public. Provide technical information, guidance and direction to stakeholders pertaining to Patent rules and regulations governing the submission of patent application documents. Provide stakeholders with timely and accurate responses inquiries from multiple channels by determining issues, reviewing patent rules, regulations, and procedures to accurately address issues and apply reasoning to identify, and provide stakeholders with guidance related to patent examination and patent application requirements and rules. Doing so will trigger corrective measures for patent applications and/or thorough explanation of facts and next steps to stakeholders in a manner that is understandable to their persona and patent journey. Requirements: Conditions of Employment: Qualifications 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 General Schedule Qualification Standards. 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. For this position, the next lower grade level is a GS-06. Specialized experience for this position includes: Experience communicating with a diverse audience; Experience applying policies and regulations; and Experience with automated database systems Education Education may not be substituted for specialized experience at this grade level. Additional Information: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. This is a Non Bargaining Unit position. This is a Public Trust position and has a risk level designation of "moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments.
Are you up for an exciting challenge of working as a Customer Service Representative? This position can jumpstart your career by learning about an agency that celebrates, supports and thrives on building intellectual property and experience and what it's like to work at the United States and Patent Trademark Office (USPTO) in the Office of Patents Stakeholder Experience, Stakeholder Support Division. Responsibilities: 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 individual selected for this position will: Respond to a variety of telephone, voicemail and email inquiries pertaining to patent examination and patent application regulations, rules and procedures by providing information to the United States Patent Trademark Office (USPTO) personnel and the public. Provide technical information, guidance and direction to stakeholders pertaining to Patent rules and regulations governing the submission of patent application documents. Provide stakeholders with timely and accurate responses inquiries from multiple channels by determining issues, reviewing patent rules, regulations, and procedures to accurately address issues and apply reasoning to identify, and provide stakeholders with guidance related to patent examination and patent application requirements and rules. Doing so will trigger corrective measures for patent applications and/or thorough explanation of facts and next steps to stakeholders in a manner that is understandable to their persona and patent journey. Requirements: Conditions of Employment: Qualifications 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 General Schedule Qualification Standards. 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. For this position, the next lower grade level is a GS-06. Specialized experience for this position includes: Experience communicating with a diverse audience; Experience applying policies and regulations; and Experience with automated database systems Education Education may not be substituted for specialized experience at this grade level. Additional Information: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. This is a Non Bargaining Unit position. This is a Public Trust position and has a risk level designation of "moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments.