Customer Experience Specialist (Telework)

ROLE

We need an experienced Customer Experience Specialist to support a federal agency in Alexandria, VA.

Apply today!

RESPONSIBILITIES

• Act as a customer service agent representing the U.S. Patent and Trademark Office (USPTO)
• Respond to phone calls and email inquiries from customers
• Assist customers in accessing information related to USPTO services
• Escalate customer requests to next-level manager, as needed
• Help solve customer problems
• Provide feedback and suggestions to improve work
• Document and track customer requests for information
• Adhere to established operating procedures and guidelines
• Collaborate with internal teams to share and coordinate information
• Be receptive to coaching and feedback for professional development
• Exhibit professionalism and maintain courteous interactions with all customers
• Build and maintain positive working relationships with peers, management, and leadership
• Perform other duties, as required

KNOWLEDGE & SKILLS

• Customer Service

BACKGROUND

• Excellent verbal and interpersonal communication skills
• Strong writing skills
• Strong typing skills
• Strong email skills
• Experience with Microsoft Word, Excel, and PowerPoint

EDUCATION

• Minimum — High school diploma
• Preference — some college credits

LOCATION

• Hybrid — 600 Dulany St, Alexandria, VA 22314

TELEWORK

• Hybrid — 2 days onsite per month; 1 day onsite every two weeks

CLEARANCE

• U.S. citizenship required since this role supports the U.S. federal government
• Eligible to obtain a Public Trust clearance

CLIENT

• U.S. Patent and Trademark Office (USPTO)

PARKING

• Free

TRAVEL

• No travel required

WORK HOURS

• 20-25 hours per week
• 4- to 8-hour shift

EMPLOYMENT CLASSIFICATION

• Non-Exempt

RELOCATION

• Not eligible for relocation benefits

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KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.
Other Considerations: applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.

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