UCC Customer Service Representative; Tier I) Security Clearance

Ares Enterprise is seeking customer-focused UCC Customer Service Representative (Tier I) to provide front-line technical support to U.S. Patent and Trademark Office employees and contractors. The UCC Customer Service Representative serves as the primary front-line customer service center, responding to public inquiries regarding USPTO programs and services and will provide timely, accurate, and courteous assistance to customers contacting the USPTO through multiple channels—including phone, email, postal mail, voicemail, and virtual agent interactions.

This position is responsible for resolving incidents at the first point of contact whenever possible, fulfilling standard service requests, documenting all support activities, and escalating unresolved issues to the appropriate technical support teams. Ares Enterprise is an ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001:2022-certified technology and professional services company. We provide mission-focused solutions to federal customers while maintaining a collaborative environment that values technical excellence, professional development, continuous improvement, and exceptional customer service.

* Front-Line Customer Support — Serve as the Tier I point of contact for general public inquiries related to USPTO programs, services, and digital platforms.

• Multi-Channel Response Handling — Receive and respond to customer inquiries via telephone, email, postal mail, voicemail, facsimile, and virtual agent channels.
• General Information Assistance — Provide accurate, timely responses using the UCC knowledge base, CRM resources, USPTO.gov, and approved reference materials.
• Account & Access Support — Assist customers with MyUSPTO/USPTO.gov account issues, including password resets, MFA troubleshooting, and login/access concerns.
• Website & System Support — Help customers navigate USPTO online systems and resolve basic website-related issues.
• Resource Referral — Direct callers to appropriate resources such as Patent & Trademark Resource Centers (PTRCs) when additional assistance is needed.
• Issue Escalation — Transfer unresolved or specialized inquiries to second-tier contact centers or program offices following established procedures.
• CRM Documentation — Log all customer interactions, actions taken, and resolution steps in the CIP-CC CRM system with accuracy and completeness.
• Email Processing — Respond to incoming emails using pre-approved USPTO templates and perform quality checks for new CSRs.
• Mail & Message Management — Retrieve voicemail, process postal mail and returned mail, and respond to facsimiles in accordance with SLAs.
• Scripted Call Handling — Follow standardized USPTO scripts to ensure consistent, compliant customer interactions.
• SLA Compliance — Ensure all calls entering the queue before closing are answered the same day and meet established service-level performance metrics.
• Pattern Monitoring — Utilize ACD system data to support staffing optimization and efficient call handling.
• Continuous Improvement — Participate in process reviews, documentation updates, and improvement initiatives throughout the contract lifecycle.
• Emerging Technology Utilization — Support USPTO efforts to integrate AI, virtual agents, automated summarization, knowledge search tools, and other approved technologies.
• Training & Development — Complete comprehensive training modules and ongoing coaching to maintain proficiency, quality, and compliance with USPTO SOPs.
• Professional Customer Interaction — Demonstrate active listening, empathy, problem-solving, and clear communication in all customer engagements.
• Cross-Center Collaboration — Work with other USPTO contact centers to ensure…