USPTO UCC Customer Service Representative (Tier I)

Job overview

The USPTO UCC Customer Service Representative (Tier I) role is onsite in Greenville, SC. Compensation is not specified; the posting lists a salary description of $18.50 without stating a pay period. ARES Enterprise provides mission-focused technology and professional services to federal customers; this role supports the U.S. Patent and Trademark Office’s customer service center. The representative provides front-line assistance to public customers and USPTO employees or contractors across phone, email, mail, voicemail, fax, and virtual-agent channels. The role resolves routine issues where possible, documents interactions, and routes specialized or unresolved matters to the appropriate teams while meeting service-level requirements.

What you'll do

• Respond to inquiries across telephone, email, postal mail, voicemail, fax, and virtual-agent channels
• provide information using approved resources
• assist with account, password, MFA, login, and website issues
• refer customers to appropriate resources
• escalate unresolved inquiries
• document interactions in the CRM
• process email and mail
• follow scripts and service-level procedures
• participate in training and process improvement.

What we're looking for

Skills & competencies

customer service representative

tier i

greenville sc

ares enterprise

uspto

ucc

technical support

help desk

multi-channel support

crm documentation

account access

saturday coverage

Work arrangement

• Weekend coverage required

Why this role

The posting requires an associate degree or higher in a related discipline, or a high school diploma/equivalent with relevant technical certifications, training, or experience; at least one year of relevant support experience; and U.S. work authorization and residency requirements. Saturday coverage may be assigned.

About the employer

ARES Enterprise is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.