Customer Service Representative

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 lCaCBnzJyL